Genesys Cloud vs. NICE CXone: Which is better for your business?

Industry experts and users agree: Genesys has the leading contact center platform.

  • 50% reduction in total cost of ownership
  • 96% decrease in servers
  • 100% improvement in agent efficiency
  • 45% of questions answered by virtual assistants
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Self-guided product tour: Experience the Genesys Cloud™️ platform firsthand through the eyes of agents, supervisors and administrators.

User type

Genesys Cloud is a unified, open customer and employee platform that helps turn interactions into personalized customer experiences

Get unprecedented results with Genesys Cloud

99.99%

Uptime guarantee with a single SLA for all capabilities

Avoid downtime and disruptions with dependable cloud customer experience (CX) technology — with transparent and guaranteed uptime.

Accelerate

Time to value with continuous innovation

Stay ahead of the competition with the latest CX tech today — and tomorrow — with weekly feature releases at no additional cost. Just click to deploy.

Genesys built-in innovation means no hidden costs for your business

When comparing the Genesys Cloud® platform to NICE CXone , consider the efficiencies you gain when using a true, single platform that’s consistently updated with leading-edge contact center technology. At Genesys, we launched over 350 features in 2022 and release innovations weekly. With these consistently released features and innovations, Genesys Cloud provides insights and a full view into the end-to-end customer journey with just one window for agents to handle inbound and outbound interactions.

Integration capabilities and ease of use: Genesys vs. NICE

Genesys Cloud empowers you to build customer and employee experiences that drive loyalty and long-term success with a modern, API-first experience orchestration platform. The Genesys AppFoundry® Marketplace offers customers a curated selection of integrations and applications ranging from Microsoft to Salesforce and more. These curated APIs help create unique customer and employee experiences. These integrations and applications span from turnkey activations to built-in blueprints that equip you to jump-start integrations with your platform instance.
There are 450 AppFoundry partners who participate in a marketplace that features over 2,000 APIs — making extensibility modular and limitless.

Coordinate every step of every experience through a full suite of omnichannel options, built-in employee engagement capabilities, turnkey artificial intelligence (AI) and end-to-end journey optimization so you can personalize experiences at scale — no matter where conversations start or end.

Real customers, real results

Genesys customer experience insights

Improve agent performance, optimize customer journeys and gain new efficiencies — all with analytics powered by Genesys AI

  • Benefit from real-time monitoring and reporting to enhance customer satisfaction.
  • Use predictive analytics to identify trends and proactively address customer needs.
  • Leverage Genesys customer experience insights to drive continuous CX improvement.
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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER and Magic Quadrant are registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Source: Gartner® Magic Quadrant for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 22 August 2022.

This Magic Quadrant was earlier named as Magic Quadrant for Contact Center as a Service, North America and Magic Quadrant for Contact Center as a Service, Western Europe till 2019 Genesys was referred to Interactive Intelligence in the 2015 & 2016 Magic Quadrant report.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.

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* Frost & Sullivan is not responsible for any incorrect information supplied by companies or users. Quantitative market information is based primarily on interviews and therefore is subject to fluctuation. Frost & Sullivan research services are limited publications containing valuable market information provided to a select group of customers. Customers acknowledge, when ordering or downloading, that Frost & Sullivan research services are for internal use and not for general publication or disclosure to third parties. No part of this research service may be given, lent, resold, or disclosed to noncustomers without written permission. Furthermore, no part may be reproduced, stored in a retrieval system, or transmitted in any form or by any means—electronic, mechanical, photocopying, recording, or otherwise—without the permission of the publisher.

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Gartner, Critical Capabilities for Contact Center as a Service, Steve Blood, Pri Rathnayake, Pankil Sheth, Drew Kraus, 23, August, 2022.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER and Magic Quadrant are registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

This Magic Quadrant was earlier named as Magic Quadrant for Contact Center as a Service, North America and Magic Quadrant for Contact Center as a Service, Western Europe till 2019 Genesys was referred to Interactive Intelligence in the 2015 & 2016 Magic Quadrant report.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.

Review and ratings: What users say about Genesys Cloud, the first cloud-native CX platform trusted by more than 4,500 organizations in over 100 countries

Users share their exceptional experiences

To be a leader, you need to work with a leader. See the results users achieved when they worked with Genesys.