Genesys vs. NICE CXone

Analysts and users agree: Genesys Cloud is a leading contact centre platform.

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Real customers, real results

Genesys enables organisations to deliver exceptional customer experiences, drive measurable outcomes and scale seamlessly.

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50%

reduction in TCO

88%

improvement in service levels

108%

improvement in call answer rate in first two weeks

90-second

reduction in handle time with AI automation

Recommendations you can trust

Analysts and users agree — Genesys is a leader

Recognized as a leader by analysts and users alike, setting the standard in customer engagement solutions.

2025 Gartner^® Magic Quadrant™ for Contact Center as a Service

Gartner named Genesys a Leader for the 11th consecutive year

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2025 Gartner^® Critical Capabilities for Contact Center as a Service

Genesys was the only vendor to be ranked #1 in 3 of 5 Use Cases

The Forrester Wave™: Contact Center As A Service Platforms, Q2 2025 report

Genesys named a Leader by Forrester in CCaaS

Don’t settle for NICE

Genesys delivers self-service solutions, agent-assisted engagement and native workforce engagement management — all from one platform. Discover all Genesys Cloud has to offer with just a few clicks.

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“The user interface of Genesys is far superior to NICE CXone. Very clean and intuitive. We were able to get our agents up and running on Genesys simply by recording a 17-minute tutorial webinar. With NICE CXone, based on what we saw in the demo, it would have taken weeks of training for our agents to become comfortable with the system. Also, the subscription fees for NICE CXone were double that of Genesys, for fewer standard features.”

Vice-President in Information Technology
Non-profit Organisation Management Company

“We switched from inContact most recently because of the continually increasing cost and the apathetic and constantly decreasing levels of support/service.
Return on investment:

Genesys Cloud has lowered the cost of ownership 370% over the previous systems we’ve used.
Genesys Cloud has improved the cycle time for Quality Management 150% over previous systems. Mostly by making the calls available more real-time and easily. It provides a pretty much turnkey quality system that’s easy to use and implement.
We don’t use the full functionality of all the Genesys Cloud features (WFO, Dialer) but it’s nice to know you can expand your operation and still utilise the same system.”

Mike McGowan
Customer Care Manager
Acclivity LLC