Genesys Cloud CX vs Genesys PureConnect vs NICE CXone comparison

Genesys Cloud CX and Genesys PureConnect are both solutions in the Workforce Engagement Management category. Genesys Cloud CX is ranked #1 with an average rating of 8.6, while Genesys PureConnect is ranked #5. Genesys Cloud CX holds a 23.5% mindshare in CCO, compared to Genesys PureConnect’s 8.1% mindshare. Additionally, 100% of Genesys Cloud CX users are willing to recommend the solution, compared to 100% of Genesys PureConnect users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,434 Views
914 Comparison Views

100% willing to recommend

Genesys PureConnect

Read 1 Genesys PureConnect review

614 Views
95 Comparison Views

100% willing to recommend

NICE CXone

Read 13 NICE CXone reviews

635 Views
187 Comparison Views

96% willing to recommend

Genesys Cloud CX

Genesys PureConnect

NICE CXone

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Executive Summary

We performed a comparison between Genesys Cloud CX, Genesys PureConnect, and NICE CXone based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management.

To learn more, read our detailed Workforce Engagement Management Report (Updated: May 2025).

Buyer's Guide

Workforce Engagement Management

May 2025

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Helped 855,080 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Mindshare comparison

As of June 2025, in the Workforce Engagement Management category, the mindshare of Genesys Cloud CX is 23.5%, down from 30.8% compared to the previous year. The mindshare of Genesys PureConnect is 8.1%, down from 16.4% compared to the previous year. The mindshare of NICE CXone is 16.0%, up from 9.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management

Featured Reviews

AB370

Manager, Customer Experience Country (France) at Stellantis

Enhanced customer interaction with integrated CTI improves service operations

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…

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Mohamed-Saber

Sr. Genesys System Engineer at a tech services company with 201-500 employees

Provides great functionality

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs. As of now, they are doing great in all areas and they…

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James Arvidson

Managing Partner at CX Partners Inc

A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen

One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Predictive engagement and gamification are valuable features with good inbound functionality."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"Genesys is brilliant concerning stability."

"The latest version and updates have been great. It really has everything we need."

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"Genesys Cloud is an excellent platform."

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"The integration of CTI within the IT system is a particularly valuable feature."

More Genesys Cloud CX pros

"Can integrate with a lot of gateways in voice."

"We are able to see the calls in queue and able to see if someone is available or not."

"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

"The technical support for NICE CXone is outstanding."

"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."

"Customer support is terrific. The team is personable, informed, and responsive."

"It has the ability to edit the HTML, as well as the WYSIWYG."

"Being able to listen in on a call, which is exceptionally good with training."

More NICE CXone pros

Cons

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"Their WFM product is still pretty immature."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

"Their WFM product is still pretty immature."

More Genesys Cloud CX cons

"Customer support can sometimes be delayed."

"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."

"It could improve the quality of calls."

"If you have hundreds of books, the initial download is slow."

"One of the biggest missing pieces is a link checker."

"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."

"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."

"inContact should offer a way to send faxes."

"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."

More NICE CXone cons

Pricing and Cost Advice

"I rate Genesys Cloud CX's pricing a one out of ten."

"The pricing is a bit expensive."

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

Information not available

"We had a custom setup that cost us some money."

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Top Industries

By visitors reading reviews

Financial Services Firm

13%

Educational Organization

13%

Computer Software Company

11%

Manufacturing Company

Financial Services Firm

14%

Computer Software Company

11%

Manufacturing Company

11%

Insurance Company

Financial Services Firm

17%

Computer Software Company

15%

Manufacturing Company

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center managem...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and doc...

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What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, i...

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What needs improvement with NICE CXone?

The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling au...

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What is your primary use case for NICE CXone?

I use NICE CXone ( /products/nice-cxone-reviews ) for several purposes, such as addressing issues where calls are dro...

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What advice do you have for others considering NICE CXone?

Overall, I rate NICE CXone as an eight out of ten. I would recommend this tool to others in similar roles. There are ...

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Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 6% of the time

Cisco Unified Contact Center Express vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Kamailio SIP Server vs Genesys PureConnect

Compared 13% of the time

Cisco Jabber vs Genesys PureConnect

Compared 12% of the time

Calabrio ONE vs Genesys PureConnect

Compared 9% of the time

Five9 vs Genesys PureConnect

Compared 7% of the time

More Genesys PureConnect Competitors

Five9 vs NICE CXone

Compared 12% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 12% of the time

Amazon Connect vs NICE CXone

Compared 11% of the time

ServiceNow vs NICE CXone

Compared 6% of the time

Salesforce Service Cloud vs NICE CXone

Compared 3% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

May 2025

Download Genesys Cloud CX product report

Buyer's Guide

Workforce Engagement Management

May 2025

Download Genesys PureConnect product report

Buyer's Guide

NICE CXone

May 2025

Download NICE CXone product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Interactive Intelligence Customer Interaction Center, CIC

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy, Discover, VPI Empower, Brand Embassy, goMoxie

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

Genesys

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

NICE

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Buyer's Guide

Workforce Engagement Management

May 2025

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