NICE CXone vs Genesys Cloud CX

Advanced CX AI on one native platform? Genesys can’t deliver.

No one else can. Discover below why NICE is the trusted leader for your contact center.

We've created a 7-step 2024 "Act Now to Lead Customer Experience" guide to help secure your competitive edge for your contact center:

  • Follow checklists to develop your 2024 action plans
  • Prioritize self-service improvement
  • See how the super wave of AI is revolutionizing CX
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Genesys basic Cloud CX isn’t enough in 2024
Only NICE CXone helps deliver extraordinary and scalable CX. Infused with Enlighten—AI purpose built for CX—you have the power to help every customer, everywhere, every time now and in the future. Genesys Cloud CX offers only limited basic capabilities.
Discover the potential of
AI for CX
Explore the impact AI is making for customers, agents, and other stakeholders with this insightful guide.
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Forrester names NICE
a leader in CCaaS
See why NICE received among the highest scores in “performance,” “product vision,” and “innovation roadmap.”
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Get everything you need on one CX AI platform
Only NICE CXone converges everything you need on a single cloud native platform. Orchestrate 100% of CX interactions across the customer journey with self-service, digital, and voice.
Get the industry’s most advanced AI for CX
Build meaningful relationships with Enlighten, the only AI purpose-built for CX. Embedded across CXone, Enlighten is trained on the industry’s largest AI labeled and validated CX dataset. Genesys offers non-CX specific add-ons nowhere near as sophisticated.
Put powerful WEM tools at your agents’ fingertips
Without partners for reporting and WEM solutions, NICE CXone routinely deploys 10k and even 20k+ contact center seats with the same consistent experience. Genesys Cloud CX has done that…once, and you still need partners. So, when you compare NICE CXone vs. Genesys Cloud CX, scale matters.
Move to CXone with easy, ready-to-go migration tools
NICE has helped over 2,500 companies make the move to CXone from legacy on-premises systems. Our ready-to-go migration tools, white-glove service, and dedicated Genesys experts make the transition fast and worry-free.
No comparison: NICE leading CX AI vs. basic Genesys Cloud CX
In a recent G2 user satisfaction comparison, CXone outscored Genesys Cloud CX in every single category. Highlights include Reporting and Dashboards (87% vs. 74%), Agent Scheduling (91% vs. 85%), and Average Go Live Time (3 months vs. 4). See how our customers compare us to Genesys.
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See why CXone is the new CX AI standard
CXone is an open cloud-native platform built to manage ALL types of interactions. Embedded with AI purpose-built for CX and advanced best-of-breed CX capabilities, CXone empowers organizations to deliver truly remarkable customer experiences.
Step forward with NICE CXone.
Your complex business needs demand a robust solution that can scale, meet your customers wherever their journey begins, and improve your business processes. Here’s why NICE CXone has the advantage over Genesys Cloud CX.
Enlighten AI infused across CXone
Over 25+ AI-powered applications optimize operations, improve agent productivity, and increase customer satisfaction. Enlighten is also fully operationalized and infused across CXone with 1,000 pre-built AI models ready to drive value from Day One for agents, customers, and CX leaders.
Faster, scalable deployment
Without partners for reporting and WEM solutions, NICE CXone routinely deploys 10K and even 20K+ contact center seats with the same consistent experience. Genesys Cloud CX has only done that once, and you still need partners. So, when you compare NICE CXone vs. Genesys Cloud CX, scale matters.
Manage 100M interactions per month
Enlighten has reached the significant milestone of augmenting and automating over 100 million customer interactions per month.
True omni-channel solutions
Get real-time monitoring of all your digital interactions with digital strategy and support. Genesys Cloud CX can’t make this claim.
Unified reporting and dashboards
A single interface brings together customizable voice and digital channels for transparent, advanced reporting.
Intelligent forecasting and scheduling
Enlighten selects from 40+ patented algorithms to produce the most accurate forecasts and schedules across all channels.
See how our customers compare us to Genesys
Case Studies

DSW

As DSW grew, they found their Genesys contact center solutions were holding them back. They needed a more robust solution for their contact center that could scale with their growth.

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Case Studies

Toyota Financial Services

CXone drives Toyota Financial Services down the road of success with feedback management, analytics, automation, and chatbots.

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Case Studies

Vera Bradley

Vera Bradley’s NICE CXone experiences have transformed their CX—like “going from black and white into color.”

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Contact Us. Our CX experts are here to help.

We understand every organization has specific requirements when it comes to providing remarkable CX. Talk to us about yours.

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NICE named a worldwide Leader in 2024 IDC MarketScape CCaaS report

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