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Compare Genesys Cloud CX and NiCE CXone Mpower 
Featured Products
At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (52.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $71.00 1 Agent Per Month
Genesys Cloud CX
Star Rating
(1,492)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXNiCE CXone Mpower
Star Rating
(1,726)4.3 out of 5
Market Segments
Mid-Market (52.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in providing a seamless integration of multiple communication channels, including voice, chat, email, and messaging. Users appreciate how this unified platform simplifies workflows for agents, making it easier to manage customer interactions without the hassle of switching between different systems.
- Users say that NiCE CXone Mpower offers robust performance analysis tools, allowing teams to review their activities and performance throughout the day. One user highlighted the ability to pull calls from reports efficiently, which enhances situational awareness and helps improve overall service levels.
- Reviewers mention that Genesys Cloud CX stands out for its customizable dashboards and strong analytics capabilities. Users find these features particularly useful for monitoring staff performance and customer interactions, which contributes to better decision-making in a contact center environment.
- According to verified reviews, NiCE CXone Mpower is praised for its user-friendly dashboard customization options. Users enjoy the ability to keep tabs on incoming calls and agent activities, which helps them maintain a high standard of service and responsiveness to customer needs.
- G2 reviewers highlight that while NiCE CXone Mpower has strong performance evaluation features, it faces challenges in overall user satisfaction compared to Genesys Cloud CX. The latter has a higher G2 Score, indicating a more favorable reception among users, particularly in areas like customer service automation.
- Users report that Genesys Cloud CX's comprehensive approach to customer conversations, bringing everything into one easy-to-use system, significantly enhances the agent experience. This integration is seen as a major advantage, especially in fast-paced contact center settings where efficiency is key.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableNiCE CXone Mpower
CXone Mpower Digital Agent
Starting at $71.00
1 Agent Per Month
Digital first package supports 30+ digital channels
- Common data sets and models
- Unified administration and user interface
- Digital Agent routing for 30+ channels
Free Trial
Genesys Cloud CX
Free Trial is available
NiCE CXone Mpower
Free Trial is available
Ratings
Meets Requirements
8.6
1,039
8.7
1,191
Ease of Use
8.9
1,072
8.7
1,207
Ease of Setup
8.4
636
8.0
449
Ease of Admin
8.4
587
8.3
438
Quality of Support
8.2
996
8.3
1,111
Has the product been a good partner in doing business?
8.5
581
8.2
435
Product Direction (% positive)
8.7
941
8.2
1,108
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
174
|
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
143
8.9
311
|
Verified
8.9
127
9.0
287
|
Verified
9.2
6
Not enough data
Agent Tools
8.6
123
9.0
263
|
Verified
8.6
136
8.9
276
|
Verified
9.2
160
9.2
313
|
Verified
Automation
8.6
120
8.8
230
|
Verified
9.2
145
9.0
247
|
Verified
8.7
107
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
8.7
157
9.0
253
8.6
148
9.0
237
7.7
159
8.8
263
Engagement
8.5
138
9.0
238
8.2
158
9.0
250
8.2
147
8.8
238
Performance
8.5
153
8.9
238
8.9
151
9.2
256
Generative AI
7.1
33
5.2
18
7.5
33
5.4
18
Channels
9.1
345
|
Verified
9.1
625
|
Verified
8.2
203
8.5
326
|
Verified
8.6
236
|
Verified
8.5
352
|
Verified
8.3
203
|
Verified
8.3
296
|
Verified
8.3
235
|
Verified
8.5
350
|
Verified
Generative AI
7.8
68
7.0
48
Functions
8.8
392
|
Verified
8.8
653
|
Verified
8.8
400
|
Verified
9.0
691
|
Verified
8.8
337
|
Verified
8.9
547
|
Verified
8.3
232
|
Verified
8.7
386
|
Verified
8.5
242
|
Verified
8.8
457
|
Verified
9.1
313
|
Verified
8.9
553
|
Verified
8.8
300
|
Verified
8.8
556
|
Verified
8.6
242
8.7
497
|
Verified
Agentic AI - Contact Center
6.7
10
8.1
6
8.0
11
7.8
6
7.1
11
8.3
6
6.7
10
7.8
6
Administrative
8.3
354
|
Verified
8.6
516
|
Verified
8.8
395
|
Verified
8.9
546
|
Verified
7.5
431
|
Verified
8.6
642
|
Verified
8.8
285
|
Verified
9.0
513
|
Verified
8.5
257
8.9
430
|
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
9.2
35
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
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
56
Not enough data
8.9
60
Not enough data
9.0
56
Not enough data
8.5
59
Not enough data
8.1
53
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
171
9.3
289
|
Verified
8.6
161
9.2
280
|
Verified
8.5
152
8.9
226
|
Verified
8.2
150
9.0
227
|
Verified
8.0
118
8.6
177
|
Verified
Administration
8.1
144
8.9
230
|
Verified
8.5
163
9.2
271
|
Verified
8.4
170
9.0
295
|
Verified
7.9
143
8.7
220
|
Verified
8.5
152
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
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Not enough data
Administration
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Not enough data
Platform
8.7
146
8.6
32
7.8
131
7.5
27
8.8
165
8.8
34
9.2
167
9.2
38
8.8
162
8.6
35
9.2
160
9.4
31
9.1
162
9.3
37
Generative AI
7.6
60
Feature Not Available
Workforce Management
8.9
153
9.4
36
8.8
150
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
159
9.4
38
8.2
160
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
9.0
35
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
8.2
28
Not enough data
Communication
8.6
172
|
Verified
Not enough data
8.4
175
|
Verified
Not enough data
8.4
130
Not enough data
8.5
142
Not enough data
8.4
97
Not enough data
Internal Use
8.4
174
|
Verified
9.1
11
8.6
167
|
Verified
Not enough data
8.4
128
|
Verified
Not enough data
8.4
144
|
Verified
Not enough data
8.2
137
|
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
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
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)
35
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
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
Not enough data
7.6
45
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
Not enough data
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
6.2
10
Not enough data
Calling
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
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
8.9
57
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
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.6
19
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Not enough data
Automation
8.2
20
Not enough data
8.2
19
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 Mpower are categorized as Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, Proactive Notification, AI Customer Support Agents, and Customer Service Automation
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, UCaaS Platforms, Conversational Marketing, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, AI Agents For Business Operations, Chatbots, and Co-Browsing
NiCE CXone Mpower 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 Mpower
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
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.5%
Consumer Services
10.4%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.0%
Hospital & Health Care
5.8%
Other
60.5%
Alternatives
Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
Does it ever pause or get frozen after a call
2 Comments
MG
Yep when we first cut over to CX One our Agents Max Client kept freezing, and dropping the call. OR calls would come in and the Agent Leg would not connect...Read more
Are we working on a feature that would allow for the MyAgent box to remain on top of other windows?
1 Comment
OS
Hi Emma. Thanks for your question. Please refer to our Customer Community at http://community.niceincontact.com . Our product team can answer any...Read more
What other features that you can do using inContact?
1 Comment
JC
I'm not currently using their survey software but I was able to integrate with a third party that focuses on surveys and NPS. Most third parties have a very...Read more
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