We performed a comparison between Genesys Voice Platform and NICE CXone based on real PeerSpot user reviews.
Find out in this report how the two IVR Systems solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."What I like most about Genesys Voice Platform is its stability. It's also easy to configure and a flexible and customizable product."
"The resource managers and the MCPs that are deployed with this solution are the most valuable features."
"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."
"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."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"We are able to see the calls in queue and able to see if someone is available or not."
"Customer support is terrific. The team is personable, informed, and responsive."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"This is primarily a large-market solution, so I would like it to be more compatible with mid-markets and with Genesys Cloud."
"Genesys Voice Platform needs to be available on a multicloud platform, and that's an area for improvement. Documentation for the product also needs improvement. It needs to be complete, and when you search on Google, for example, you can only find so many resources."
"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."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
"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."
"It could improve the quality of calls."
"If you have hundreds of books, the initial download is slow."
"inContact should offer a way to send faxes."
Earn 20 points
Genesys Voice Platform is ranked 2nd in IVR Systems with 2 reviews while NICE CXone is ranked 3rd in IVR Systems. Genesys Voice Platform is rated 8.6, while NICE CXone is rated 8.2. The top reviewer of Genesys Voice Platform writes "Customizable solution for housing media files and distributing resources as calls come in". 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 Voice Platform is most compared with Nuance IVR, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow. See our Genesys Voice Platform vs. NICE CXone report.
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