We performed a comparison between Genesys Cloud CX 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.
"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 latest version and updates have been great. It really has everything we need."
"Genesys Cloud is an excellent platform."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The stability is really good."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."
"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"We are able to see the calls in queue and able to see if someone is available or not."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."
"Being able to listen in on a call, which is exceptionally good with training."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"AI still needs improvement when it comes to predictive engagement."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"inContact should offer a way to send faxes."
"One of the biggest missing pieces is a link checker."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"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."
"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."
"It could improve the quality of calls."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
Earn 20 points
Genesys Cloud CX is ranked 1st in Workforce Engagement Management with 9 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. Genesys Cloud CX is rated 9.0, while NICE CXone is rated 8.2. The top reviewer of Genesys Cloud CX writes "No restrictions on what the solution can do; new integrations with other cloud solutions". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, Cisco CCX and Aspect Workforce Optimization, whereas NICE CXone is most compared with Nuance IVR, Sprinklr, Cisco Webex Contact Center, ServiceNow and Five9.
See our list of best Workforce Engagement Management vendors and best Contact Center as a Service (CCaaS) vendors.
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