Compare Genesys Cloud CX and NiCE CXone 
Featured Products
At a Glance
Market Segments
Mid-Market (46.3% of reviews)
Mid-Market (52.7% of reviews)
Entry-Level Pricing
No pricing available
Starting at $110.00 1 Agent Per Month
Genesys Cloud CX
Star Rating
(1,538)4.4 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXNiCE CXone
Star Rating
(1,730)4.3 out of 5
Market Segments
Mid-Market (52.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $110.00 1 Agent Per Month
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in customization, allowing organizations to tailor call flows and routing to their specific needs. Users appreciate how this flexibility has been invaluable for their unique operational requirements.
- Users say that NiCE CXone Mpower provides a seamless experience with its integrated platform, making it easier to manage customer interactions. Reviewers highlight the real-time insights and automation features that help teams respond more quickly to customer needs.
- According to verified reviews, Genesys Cloud CX has a more favorable overall satisfaction score, reflecting its strong market presence and user-friendly design. Users have noted the practical, agent-friendly improvements, particularly in AI-powered automation that enhances operational efficiency.
- Reviewers mention that while NiCE CXone Mpower offers robust features for performance evaluation and activity tracking, it sometimes struggles with configuration challenges that can hinder user experience. This has been a point of concern for some users who seek a more intuitive setup.
- G2 reviewers highlight that Genesys Cloud CX's cloud-based nature eliminates the need for installation, making it accessible and easy to use. This aspect has been particularly appreciated by users who value convenience and quick access to the platform.
- Users report that NiCE CXone Mpower shines in areas like call monitoring and agent availability, with high ratings for these features. Reviewers find these tools essential for maintaining high service levels and ensuring agents are effectively utilized throughout the day.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableNiCE CXone
CXone Omnichannel Suite
Starting at $110.00
1 Agent Per Month
Includes both Digital and Voice Agent plus
- Omnichannel blended routing for digital and voice
- Universal queue with concurrent interaction handling
- Voice and digital capture, storage, search and playback
Free Trial
Genesys Cloud CX
Free Trial is available
NiCE CXone
Free Trial is available
Ratings
Meets Requirements
8.6
1,067
8.7
1,193
Ease of Use
8.9
1,102
8.7
1,211
Ease of Setup
8.4
660
8.0
453
Ease of Admin
8.5
609
8.3
439
Quality of Support
8.2
1,023
8.3
1,113
Has the product been a good partner in doing business?
8.5
602
8.2
436
Product Direction (% positive)
8.7
970
8.2
1,109
Features by Category
Ticket and Case Management
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
7.9
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
9.4
6
Not enough data
9.5
7
Not enough data
9.0
7
Not enough data
7.8
6
Not enough data
8.8
7
Platform
Not enough data
8.3
7
8.4
175
|
Verified
9.1
11
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.3
7
Messenger
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Not enough data
Channels
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Not enough data
Customers
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
144
8.9
311
|
Verified
8.9
128
9.0
287
|
Verified
9.2
6
Not enough data
Agent Tools
8.6
124
9.0
263
|
Verified
8.7
138
8.9
276
|
Verified
9.2
162
9.2
313
|
Verified
Automation
8.6
121
8.8
230
|
Verified
9.2
147
9.0
247
|
Verified
8.7
108
8.9
210
|
Verified
Agentic AI - Auto Dialer
9.2
6
Not enough data
8.6
6
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Not enough data
Administration
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
8.3
7
Knowledge Management
Not enough data
8.8
7
Not enough data
7.6
7
Not enough data
8.1
7
Compliance
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
9.0
7
Not enough data
7.4
7
Customer Support
Not enough data
7.9
7
Not enough data
8.1
7
Not enough data
7.6
7
Data Security
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.8
7
Administration
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.6
7
Generative AI
Not enough data
Not enough data
Quality Assurance
8.8
159
9.0
253
8.6
149
9.0
237
7.8
160
8.8
263
Engagement
8.5
139
9.0
238
8.2
159
9.0
250
8.2
148
8.8
238
Performance
8.5
154
8.9
238
8.9
152
9.2
256
Generative AI
7.1
33
5.2
18
7.5
33
5.4
18
Channels
9.1
354
|
Verified
9.1
627
|
Verified
8.3
208
8.5
326
|
Verified
8.6
239
|
Verified
8.5
352
|
Verified
8.3
205
|
Verified
8.3
296
|
Verified
8.3
239
|
Verified
8.5
350
|
Verified
Generative AI
7.9
69
7.0
48
Functions
8.8
394
|
Verified
8.8
653
|
Verified
8.8
403
|
Verified
9.0
692
|
Verified
8.8
340
|
Verified
8.9
547
|
Verified
8.3
235
|
Verified
8.7
386
|
Verified
8.5
243
|
Verified
8.8
458
|
Verified
9.1
316
|
Verified
8.9
553
|
Verified
8.8
304
|
Verified
8.8
556
|
Verified
8.6
244
8.7
497
|
Verified
Agentic AI - Contact Center
6.7
10
8.1
6
8.0
11
7.8
6
7.4
12
8.3
6
6.7
10
7.8
6
Administrative
8.3
356
|
Verified
8.6
516
|
Verified
8.8
402
|
Verified
8.9
546
|
Verified
7.6
439
|
Verified
8.6
643
|
Verified
8.8
287
|
Verified
9.0
513
|
Verified
8.5
261
8.9
432
|
Verified
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Not enough data
Platform
8.8
35
Not enough data
9.3
36
Not enough data
9.1
33
Not enough data
Autonomy - AI Agents
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Not enough data
Generative AI
Not enough data
Not enough data
9.0
5
Not enough data
Responses
8.6
59
Not enough data
8.8
58
Not enough data
9.1
60
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
58
Not enough data
8.8
63
Not enough data
9.0
56
Not enough data
8.6
61
Not enough data
Feature Not Available
Not enough data
8.9
61
Not enough data
8.7
57
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Workforce Management
8.7
172
9.3
289
|
Verified
8.6
163
9.2
280
|
Verified
8.5
153
8.9
226
|
Verified
8.2
151
9.0
227
|
Verified
8.0
119
8.6
177
|
Verified
Administration
8.1
145
8.9
230
|
Verified
8.5
164
9.2
271
|
Verified
8.4
172
9.0
295
|
Verified
8.0
145
8.7
220
|
Verified
8.5
153
9.0
227
|
Verified
Administration
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Not enough data
Security
9.3
24
Not enough data
9.4
23
Not enough data
Messaging Channels
9.0
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Not enough data
Administration
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Not enough data
Platform
8.7
151
8.6
32
7.8
132
7.5
27
8.9
167
8.8
34
9.2
170
9.2
38
8.8
164
8.6
35
9.2
162
9.4
31
9.1
164
9.3
37
Generative AI
7.6
60
Feature Not Available
Workforce Management
8.9
154
9.4
36
8.8
151
9.0
33
Call Center Infrastructure (CCI)
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Not enough data
Administrative
9.0
161
9.4
38
8.3
164
8.8
39
Customer Support
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Not enough data
Automation
8.7
33
Not enough data
8.6
37
Not enough data
9.1
36
Not enough data
Artificial Intelligence
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Not enough data
Generative AI
7.8
28
Not enough data
7.6
28
Not enough data
Feature Not Available
Not enough data
Communication
8.6
176
|
Verified
Not enough data
8.5
178
|
Verified
Not enough data
8.4
131
Not enough data
8.5
145
Not enough data
8.4
97
Not enough data
Internal Use
8.4
175
|
Verified
9.1
11
8.7
168
|
Verified
Not enough data
8.4
129
|
Verified
Not enough data
8.4
145
|
Verified
Not enough data
8.3
141
|
Verified
Not enough data
8.4
137
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
Not enough data
8.1
7
Not enough data
7.5
8
Not enough data
7.5
8
Not enough data
7.5
8
Not enough data
7.3
8
Self-Service Platform
Not enough data
8.3
8
Not enough data
8.3
8
Not enough data
7.9
8
Not enough data
8.1
7
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Not enough data
Process
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Not enough data
Channels
8.9(won by default)
33
Not enough data
8.9(won by default)
34
Not enough data
8.8(won by default)
35
Not enough data
9.7(won by default)
37
Not enough data
9.1(won by default)
33
Not enough data
Insight
9.3(won by default)
30
Not enough data
9.0(won by default)
37
Not enough data
8.9(won by default)
33
Not enough data
9.4(won by default)
31
Not enough data
Generative AI
7.5
27
6.7
5
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.6
9
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
Not enough data
7.5
44
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Not enough data
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.3
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
Feature Not Available
Not enough data
Calling
9.4
61
Not enough data
8.6
54
Not enough data
8.8
60
Not enough data
8.8
60
Not enough data
8.8
11
Not enough data
Contacts
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Not enough data
Insights
8.5
55
Not enough data
Feature Not Available
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Not enough data
Features
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
Not enough data
7.0
22
Not enough data
7.1
20
Not enough data
7.2
20
Not enough data
7.6
21
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.2
20
Not enough data
8.3
26
Not enough data
Automation
8.6
26
Not enough data
8.3
20
Not enough data
7.5
19
Not enough data
Autonomy
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and NiCE CXone are categorized as Proactive Notification, AI Customer Support Agents, Contact Center, Customer Service Automation, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Contact Center Workforce, and Call Center Infrastructure (CCI)
Unique Categories
Genesys Cloud CX is categorized as Social Customer Service, AI Voice Assistants, AI Agents For Business Operations, Chatbots, Co-Browsing, Genesys AppFoundry Marketplace, UCaaS Platforms, Conversational Marketing, Outbound Call Tracking, Live Chat, and VoIP Providers
NiCE CXone is categorized as Digital Customer Service Platforms, Contact Center Knowledge Base, Help Desk, and Customer Self-Service
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
NiCE CXone
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
10.8%
Financial Services
10.2%
Telecommunications
5.8%
Consumer Services
5.0%
Insurance
4.7%
Other
63.5%
Consumer Services
10.4%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.1%
Hospital & Health Care
5.8%
Other
60.5%
Alternatives
Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
MF
No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help.Read more
how do i reschedule emails or put them on hold?
5 Comments
GT
Best to comment on the Genesys Communities board for answers to these questions, and new features etc. Read more
What kind of software is zendesk?
2 Comments
AM
Its a sales CRM tool. It's a good option for small businesses.Read more
Does it ever pause or get frozen after a call
2 Comments
AA
In three months of use, 40 hours a week.... Not that often thankfullyRead more
What is NICE CXone used for?
1 Comment
SI
NICE CXone is basically an customer interaction tool that can help you manage the customer interactions from the platform, via Calls, Emails, etc. An good...Read more
Can I use this application for auto dialed jobs?
1 Comment
LH
Yes. This software has a option with chat, email and voice dailRead more
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