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Genesys Cloud CX vs NICE Workforce Optimization comparison

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Genesys Cloud CX

Read 8 Genesys Cloud CX reviews
2,324 views|1,607 comparisons
100% willing to recommend
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NICE Workforce Optimization

414 views|392 comparisons
Comparison Buyer's Guide
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Buyer's Guide
Workforce Engagement Management
March 2024
Executive Summary

We performed a comparison between Genesys Cloud CX and NICE Workforce Optimization 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: March 2024).
Download the complete report
767,667 professionals have used our research since 2012.
Featured Review
Manan Gupta
Offers excellent scalability and is user-friendly
The main benefits of Genesys Cloud for our company are its advanced features, ease of use, and comprehensive functionality. It simplifies customer... Read more →
Use NICE Workforce Optimization?
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
  • "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."
  • "I rate Genesys Cloud CX's pricing a one out of ten."

    • More Genesys Cloud CX Pricing and Cost Advice →

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    Questions from the Community
    Which is better - Genesys Cloud or Amazon Connect?
    Top Answer:Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud… more »
    What do you like most about Genesys Cloud?
    Top Answer:Its comprehensive single application includes everything from reporting to IVR and workflows.
    Read all 6 answers   →
    What is your experience regarding pricing and costs for Genesys Cloud?
    Top Answer:Genesys offers three types of licensing: CX One, CX Two, and CX Three. The pricing varies based on the number of agents in my contact center, with lower costs for fewer agents and higher costs for… more »
    Read all 6 answers   →
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    Earn 20 points

    Ranking
    1st
    out of 33 in Workforce Engagement Management
    Views
    2,324
    Comparisons
    1,607
    Reviews
    7
    Average Words per Review
    956
    Rating
    9.0
    8th
    out of 33 in Workforce Engagement Management
    Views
    414
    Comparisons
    392
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Comparisons
    Also Known As
    Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
    NICE SmartCenter, SmartCenter
    Learn More
    Genesys
    NICE
    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.

    NICE Workforce Optimization empowers your employees with tools that provide insight into their performance and make them stakeholders in the organization's success. It Shows them how they can directly impact the company's performance and their career path, as well as influence their schedule and other contact center processes. NICE WFO is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. Adaptive WFO technology is an integral part of the solution suite which uses analytics-based modeling to dynamically personalize contact center processes, such as scheduling, coaching, training, evaluations, and motivational incentives, at an individual agent level.
    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
    Harte-Hanks Inc.
    Top Industries
    VISITORS READING REVIEWS
    Educational Organization18%
    Computer Software Company13%
    Financial Services Firm12%
    Government7%
    VISITORS READING REVIEWS
    Financial Services Firm21%
    Computer Software Company16%
    Retailer10%
    Government8%
    Company Size
    REVIEWERS
    Small Business44%
    Midsize Enterprise11%
    Large Enterprise44%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise28%
    Large Enterprise55%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise5%
    Large Enterprise73%
    Buyer's Guide
    Workforce Engagement Management
    March 2024
    Download Free Report
    Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: March 2024.
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    767,667 professionals have used our research since 2012.

    Genesys Cloud CX is ranked 1st in Workforce Engagement Management with 8 reviews while NICE Workforce Optimization is ranked 8th in Workforce Engagement Management. Genesys Cloud CX is rated 9.0, while NICE Workforce Optimization is rated 0.0. 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, Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas NICE Workforce Optimization is most compared with Aspect Workforce Optimization, Verint Open CCaaS and Calabrio WFM.

    See our list of best Workforce Engagement Management vendors.

    We monitor all Workforce Engagement Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.