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Software · head to head

NICE CXone vs Genesys Cloud

NICE CXone logo

NICE CXone

Software

The world's leading cloud contact center

From
$71/month
Rated
-
Full reviewWebsite
Genesys Cloud logo

Genesys Cloud

Software

Experience as a Service

From
$75/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: NICE CXone listed on UK G-Cloud at £43.50 to £132 per user per month for NICE CXone, via reseller SVL; Genesys Cloud all four published tiers are billed annually
  • They diverge on capability: NICE CXone covers Omnichannel routing, Genesys Cloud covers Omnichannel.

Where they differ

Only the attributes on which NICE CXone and Genesys Cloud actually diverge.

Attributes where NICE CXone and Genesys Cloud differ
AttributeNICE CXoneGenesys Cloud
Starting price$71/month$75/month
PlatformsWeb, DesktopWeb, Desktop, Ios, Android
Founded19861990

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in NICE CXone

  • Omnichannel routing
  • Analytics
  • AI automation
  • ServiceNow
  • Oracle

Only in Genesys Cloud

  • Omnichannel
  • Predictive engagement
  • Bots
  • Zendesk
  • AWS
  • ISO27001
  • Ios support

Both cover

  • ACD
  • IVR
  • WFM
  • Quality management
  • Salesforce
  • Microsoft Dynamics
  • SAP
  • SOC2
  • PCI DSS
  • HIPAA
  • FedRAMP
  • Web support
  • Desktop support

What people use each for

The jobs each tool is most often brought in to do.

NICE CXone

  • Enterprise contact centernot Genesys Cloud
  • Workforce optimizationnot Genesys Cloud
  • Quality managementnot Genesys Cloud
  • Customer analyticsnot Genesys Cloud

Genesys Cloud

  • Cloud contact centre across voice, digital and self service channelsnot NICE CXone
  • Workforce engagement and routing for large support operationsnot NICE CXone

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

NICE CXone

  • Listed on UK G-Cloud at £43.50 to £132 per user per month for NICE CXone, via reseller SVL

Genesys Cloud

  • All four published tiers are billed annually
  • The published rates are named user licences tied to a specific person, so a shift based operation cannot share a seat
  • Concurrent user licences, which is what shift work needs, are sold at a premium above these rates
  • Entry pricing is $75 per user per month, rising to $240 on the top tier

Pricing, plan by plan

NICE CXone

$71/month
  • Digital Agent$71/month
    • Digital channels
    • Basic routing
    • Analytics
  • Voice Agent$94/month
    • Voice
    • IVR
    • Recording
  • Omnichannel Agent$110/month
    • All channels
    • WFO
    • Advanced AI
  • Enterprise$undefined/month
    • Custom
    • Premium support
    • Full suite

Genesys Cloud

$75/month
  • Genesys Cloud CX 1$75/month
    • Voice
    • IVR
    • Callback
  • Genesys Cloud CX 2$110/month
    • CX 1 + Digital
    • Quality management
    • WFM
  • Genesys Cloud CX 3$140/month
    • CX 2 + Analytics
    • Advanced AI
    • Journey management

Which should you pick?

Choose NICE CXone if

  • You need omnichannel routing.
  • You work on Web, Desktop.
  • You also want analytics.
NICE CXone review

Choose Genesys Cloud if

  • You need omnichannel.
  • You work on Web, Desktop, Ios, Android.
  • You also want predictive engagement.
Genesys Cloud review

Questions people ask

Is NICE CXone or Genesys Cloud better?
Neither clearly leads. NICE CXone starts at $71/month and Genesys Cloud at $75/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, NICE CXone or Genesys Cloud?
NICE CXone starts at $71/month and Genesys Cloud at $75/month.
Does NICE CXone or Genesys Cloud run on more platforms?
NICE CXone runs on Web, Desktop. Genesys Cloud runs on Web, Desktop, Ios, Android.
What is NICE CXone best used for?
NICE CXone is most often used for enterprise contact center, workforce optimization, quality management, customer analytics. Of those, enterprise contact center and workforce optimization are not what Genesys Cloud is typically brought in for.
What can NICE CXone do that Genesys Cloud cannot?
NICE CXone covers Omnichannel routing, Analytics, AI automation, ServiceNow. Genesys Cloud covers Omnichannel, Predictive engagement, Bots, Zendesk. Both handle ACD, IVR, WFM, Quality management.
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