NICE CXone and Genesys Cloud CX compete in the contact center solutions category. Genesys Cloud CX appears to have a slight upper hand due to its ease of use, extensive integration options, and flexibility in deployment and customization.
Features: NICE CXone provides a strong omnichannel experience, flexible customization, and a powerful scripting tool, CXone Studio. Its reporting and analytics are beneficial for users. Genesys Cloud CX excels with seamless omnichannel capabilities, extensive integration options, pre-installed applications, and drag-and-drop features, making it user-friendly.
Room for Improvement: NICE CXone could improve its audio quality, simplify the studio tool, and enhance integration with social media platforms and AWS. Price adjustments for its services could also be beneficial. Genesys Cloud CX might enhance process automation, improve reporting customization, and offer faster configurations with more autonomy in troubleshooting.
Ease of Deployment and Customer Service: NICE CXone supports both Public and Private Cloud deployment and offers comprehensive customer service with varying response times. Genesys Cloud CX predominantly uses Public Cloud deployment and has responsive customer service, although large-scale challenges might take longer to resolve.
Pricing and ROI: NICE CXone uses a cloud-based model on AWS infrastructure, providing cost savings. Exact ROI is unspecified but users report savings. Genesys Cloud CX has flexible pay-as-you-go pricing, scaling expenses according to needs. Despite high integration and licensing costs, users find the investment justified by its capabilities.
NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it.
Genesys support is very good.
We have our own technical account manager which provides us with substantial visibility.
When I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.
If the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
Genesys is brilliant concerning stability.
In general, the stability is good.
While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
The switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency.
Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.
| Product | Market Share (%) |
|---|---|
| Genesys Cloud CX | 19.6% |
| NICE CXone | 13.5% |
| Other | 66.9% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 10 |
| Midsize Enterprise | 5 |
| Large Enterprise | 3 |
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.
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?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.
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