# Compare NiCE CXone vs Genesys Cloud CX 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare NiCE CXone and Genesys Cloud CX based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/134775-179417/inContact-Call-Center-Software-vs-Genesys-Cloud

---

# NiCE CXone vs Genesys Cloud CX Features and Cost Comparison

Last updated May 6th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

NiCE CXoneGenesys Cloud CX2/4 selected

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

[## NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

Starting Price

$110.00/month

Value-for-Money

4.1

Functionality

4.1

Ease of Use

4.2

Customer Service

4

Reviews Sentiment

Based on [581 reviews](#user-reviews)

Positive

478

Neutral

68

Negative

35

[## Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

Starting Price

$75.00/month

Value-for-Money

4.1

Functionality

4.2

Ease of Use

4.4

Customer Service

4

Reviews Sentiment

Based on [262 reviews](#user-reviews)

Positive

230

Neutral

22

Negative

10

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What’s your intended use case?

## Summary

* * *

Key features rated by users

Features selected based on 4,819 reviews from call center software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

82%Fit

Not enough reviews

Feature ratings

Call Center Management

4.5

Dashboard

5.0

Call Logging

4.5

Call Recording

4.7

Call Tracking

4.0

79%Fit

High performer

Feature ratings

Call Center Management

4.5

Dashboard

3.0

Call Logging

4.5

Call Recording

4.6

Call Tracking

4.7

User satisfaction

User satisfaction

4.2

User reviews[581](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

Ease of use

4.2

Functionality

4.1

Value for money

4.1

Customer support

4.0

User satisfaction

4.3

User reviews[262](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

Ease of use

4.4

Functionality

4.2

Value for money

4.1

Customer support

4.0

Price starts from

Price starts from

$110Per User, Per Month

-   Free version
-   Free trial

Price starts from

$75Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

It is designed for organizations of all sizes that need to deliver voice, digital, and self-service customer experiences across all interaction channels.

Best for

Companies of all sizes looking for an easy, all-in-one cloud contact center solution.

## User reviews

Pros & cons

VK

Vignesh K.

Technical specialist

> "The real-time analytics and customizable reporting tools make it easy for supervisors to monitor performance and..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6786405)

NN

Nick N.

Workforce Management

> "We experience sync issues in real-time dashboards from time to time and we have agents getting logged out of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6520225)

VK

Vignesh K.

Technical specialist

> "The platform offers a robust set of tools for managing users, skills, routing, and reporting."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6786405)

LR

Lauren R.

Manager

> "The automated reports don't match custom reports when I run the same data."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

CN

Carli N.

Scheduling

> "What I like most about CXone Mpower is it never lags and is always efficient to use."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___7130749)

VJ

Vipul J.

Senior Manager Quality

> "having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6545019)

NN

Nick N.

Workforce Management

> "The web-based experience gives us the flexibility to switch browsers if we experience issues."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6520225)

RG

Robin G.

Accountant

> "We constantly have problems with the portal saving passwords and not allowing us to log on. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6330394)

VJ

Vipul J.

Senior Manager Quality

> "User friendly with advance features including planning, managing real times queues, quality management etc."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6545019)

RG

Robin G.

Accountant

> "You take our money every month on autopay but always fail to email the invoices. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6330394)

JH

James H.

Senior Director

> "Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6160743)

TP

Teresa P.

Technical Support Specialist II

> "It seems to be a bit hard for people to understand how it works in the beginning since it has a lot of features."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6745910)

Saskia M.

Senior Director Sales Marketing

> "It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5033719)

LR

Lauren R.

Manager

> "I seem to have the most issues with reporting, I think it's inconsistant and hard to get to. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

VK

Vignesh K.

Technical specialist

> "CXone also provides solid documentation and responsive support when needed."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6786405)

PS

Paul S.

Networks & IT Lead

> "The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993940)

NK

Nila K.

Customer experience

> "Makes employees jobs much easier"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6831171)

AD

Amanda D.

Benefits Assistance Center Team Lead

> "The email capabilities are not nearly as advanced as the call features."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6149515)

TH

Tina H.

Digital Contact Center Solutions

> "We are also in the process of moving many of our teams into CXOne and the ROI we have already experienced is..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6530644)

Abel A.

Agent

> "I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve any..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5051486)

LR

Lauren R.

Manager

> "I am not familiar with what appears to be the new branding of Mpower, however I like overall the ease of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

AK

Adam K.

Workforce Manager

> "Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

Tomáš S.

Social Media Specialist

> "This comprehensive suite can streamline operations by providing all the tools needed in one platform."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4985903)

AA

Amy A.

Director, Community Impact

> "We also had issues with connectivity that took months before identifying the issue to fix."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993363)

LW

Lindsey W.

Workforce Management Analyst

> "The forecasting functionality was solid."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6481654)

VR

Verified Reviewer

Supervisor

> "Cost considerations: CXone's pricing may be a concern for businesses with limited budgets."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4803132)

CP

Cara P.

Access to Services Section Manager

> "We're in the process of adding more applications and the team at NICE has been incredible. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6719618)

AK

Adam K.

Workforce Manager

> "I continue to spend an inordinate amount of time working around CXone's inadequacies."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

SP

Sarah P.

Automation Consultant

> "Leading edge of contact center technology"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6562728)

AK

Adam K.

Workforce Manager

> "They over-sell and under-deliver."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

KH

Kiyanna H.

Client Care Specialist

> "There are hardly any issues, and the functionality is simple and easy to navigate."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6334751)

JH

James H.

Senior Director

> "It's on the expensive side. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6160743)

JS

Jamie S.

WFM Analyst

> "It's easy to skill agents and build dashboards."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6545242)

Shanice P.

Customer Service Agent

> "The setup process is not easy if your not knowledgeable of the content and or company your using the software for"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3520331)

TP

Teresa P.

Technical Support Specialist II

> "reliable and that the platform is easily scalable."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6745910)

LM

Lilia M.

Insurance agent

> "There are some features that I still dont know how to use, but I think is because of the very basic training."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3716988)

RLC

Raine Leonard C.

Agent

> "The thing that I really like is that it is used to check my schedule on my work everyday."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6061927)

AM

Amanda M.

PATIENT SERVICES COORDINATOR

> "the only thing i dont like is that if the computer is having an issue, connectivity, then the phone cant be used"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3085926)

TW

Tim W.

IT Admin

> "Easy management, set up, functionality and use"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6593022)

CS

Crystal S.

Customer Service Rep

> "I'm not able to type in the number and hit enter to initiate the call. And when typing in the number to make a..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2519066)

VK

Vinit K.

Backend developer

> "Businesses seeking to offer a seamless and customised client experience should consider it because of its..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4623058)

SP

Suren P.

Senior ISR

> "lots of bugs, crashes, lose alot of calls"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3077976)

JW

Jim W.

admin

> "nice interface easy to use and very straight forward."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6549476)

RH

Rosa H.

Patient Access Specialist

> "There are certain buttons or features that don't make sense and it can look really boring."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3055378)

AT

Akhil T.

Cxone Lead

> "I am working on Cxone since last 5years.every year ,they are enhancing their services and upgrading."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6153133)

TK

Thomas K.

Network Administrator/Helpdesk

> "Licensing is a bit of a nightmare, the licenses are provided in a spreadsheet and cannot be released from a..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2165554)

SP

Sarah P.

Automation Consultant

> "Good experience, everyone we've worked with has been helpful."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6562728)

CC

Clinton C.

Contact Center Manager

> "As of late, we are constantly being told to clear cache, delete temp internet files, shut down and restart our..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2725656)

LR

Lauren R.

Manager

> "Overall, I would say that your service/support has been great-- fast and correct."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

JB

Jennifer B.

Care Coordinator

> "Beeping noise every few minutes and no one know what it is."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3051963)

TP

Teresa P.

Technical Support Specialist II

> "As part of the technical group, I find it easy to use and understand."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6745910)

JM

Jessica M.

customer service

> "It always has trouble on certain vpn connections"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3081141)

AS

Alexis S.

CSR

> "It has generally been successful since it enables us to complete our work on time and in accordance with the..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4602632)

TK

Thomas K.

Network Administrator/Helpdesk

> "Useage even more confusing when used in conjunction with incontact calling queues, trying to keep track of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2165554)

AS

Alexis S.

CSR

> "The callback option keeps our customers happy, and they consistently provide us with positive feedback when we..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4602632)

MCJ

Ma. Carlon J.

Preboarding Specialist

> "How I disconnect fast and had to re log in"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3109626)

KI

Kenneth I.

Director Q&A Implementation

> "This is what gives me a pleasure to know that I can expect when I interact with the resources."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993316)

DA

David A.

Kunderådgiver

> "It is difficult to controll who calls and if you wanna answer or not. If a call breaks , you have to finnish it..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2718194)

AA

Amy A.

Director, Community Impact

> "The team offers high-level customer service and support."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993363)

AC

Amanda C.

Call Center Supervisor

> "Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2543574)

KI

Kenneth I.

Director Q&A Implementation

> "From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993316)

TT

Tony T.

Free lance writer

> "NICE CXone wants a password and I don't have one. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3060030)

AK

Adam K.

Workforce Manager

> "Support is responsive and helpful for things that work."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

JB

Jennifer B.

Care Coordinator

> "Voicemail is very difficult to get too."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3051963)

AD

Amanda D.

Benefits Assistance Center Team Lead

> "CXone has great call features."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6149515)

JW

Justin W.

Tire Group Staff Assistant

> "I'm at the point currently where I don't get notifications (despite settings being set correctly) and almost..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2516319)

DH

Dwana H.

Customer Service Representative

> "With Nice, we were able to get members to transfer over to the right department and quicker service time."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4231527)

WW

Westin W.

Senior Product Manager

> "We were promised we would be able to create our own CRM and IC would be able to connect and after 2 years of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2177902)

JJ

Joan J.

IT Director

> "Our team is really satisfied with the way it works, the opportunities of extended configuration it offers, and..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3298057)

NB

Nefertiti B.

AA Agent

> "What I least like about the software is the constant freezing and having to log out and log back in."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2721380)

AP

Adolfo P.

customer service representative

> "It's so much simpler for the dev group to arrange, incorporate and alter the client experience."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4319789)

JB

Jennifer B.

Care Coordinator

> "Too many issues and concerns."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3051963)

AD

Amanda D.

Benefits Assistance Center Team Lead

> "Very reliable, has all of the capabilities we need."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6149515)

EC

Enmanuel C.

call representative

> "the accessibility, it doesnt work on certain browsers or devies"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2466078)

AS

Alexis S.

CSR

> "I enjoy having access to earlier calls in order to help a disappointed customer."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4602632)

SW

Sabrina W.

Sales Development Engineer

> "Call Quality is often quite poor, we experience distortions, delays and interruptions."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2190528)

Alayna F.

Customer Service

> "The biggest thing is that it's convenient to use for transferring calls and if you work in a business where the..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2877173)

JA

Jace A.

Telecommunications Technician

> "There are some bugs with routing and call wrap-up."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2406940)

AA

Amy A.

Director, Community Impact

> "The customer service that NICE"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993363)

SY

Stanley Y.

IT System Engineer

> "oh we can't do anything without the sample contact IDs, I wish they could be more proactive on that."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2177699)

[View Reviews](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

SM

Sherry M.

Executive Manager

> "There are many pros with Genesys Cloud CX such as having everything in one platform (phone calls, email,..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667)

SM

Sherry M.

Executive Manager

> "The only cons, per se, of Genesys Cloud CX are that it was a bit difficult when first setting it up. "

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667)

KW

Kris W.

Project Manager

> "The alignment of multiple communication channels makes managing our call center staff and monitoring customer..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6451500)

VR

Verified Reviewer

Associate technical support engineer

> "The call assignment is random and not as per first come first serve while on queue, navigation is very..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6716002)

Jordan M.

HR Generalist

> "Only service I have regularly used for engaging with external vendors and customers as an HR Rep. Works well,..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401)

VR

Verified Reviewer

Associate Leadership Team

> "Also it's Regional Language AI - Hindi/Tamil/Marathi NLP accuracy dips vs. English, slowing vernacular customer..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6858437)

RW

Ryan W.

Business analyst

> "The AI-driven predictions and automation features are especially useful for managing staffing and schedules..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556747)

Glen T.

System Support Lead

> "Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6427682)

Jordan M.

HR Generalist

> "Simple to use deskless calling service with the ability to forward calls and review voicemails."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401)

JF

Jon F.

Manager

> "Difficult to integrate on to your site, documentation was lacking for us"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6598011)

SW

Sharon W.

Case Manager

> "It would be very helpful to allow employees to customize caller ID without adding on expensive feature for the..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6769609)

SW

Sharon W.

Case Manager

> "Menu to change options is a bit antiquated and time consuming."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6769609)

Jordan M.

HR Generalist

> "The caller ID, volume options, and interface is well done."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401)

LF

Liam F.

Operations Manager

> "Lacks sophisticated outbound dialling."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556404)

MHS

Mohammed Hareez S.

Customer Success representative

> "we use Genesys cloud to interact with customers via calls and emails and its so far the best"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6691179)

Lizandro H.

Sales Development Specialist

> "The call quality and the recording of the calls were sometimes not heard."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6022052)

LB

LaSheena B.

Solution Analyst

> "I have enjoyed Genesys; modern, new, fresh and can handle daily inbound and out bound calls amongst other..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6774566)

NN

Nick N.

Workforce Management

> "Not user friendly."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6536495)

SKT

Song Kean T.

NOC and SOC Manager

> "Features rich tool to enable smooth customer service operation, inbound call recording and phone queues..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6256658)

KS

Kyle S.

Team leader

> "times out and difficult to initially use"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6462048)

DL

Daniela L.

Sales manager

> "In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6463546)

Abel A.

Agent

> "all I can fault about this software is its high cost for small businesses"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___5059915)

SM

Sherry M.

Executive Manager

> "Overall using Genesys Cloud CX is very efficient, although not easy to learn. "

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667)

NT

Nicholas T.

UC Engineer / Developer

> "The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4696997)

Saskia M.

Senior Director Sales Marketing

> "In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___5011669)

KM

Kyle M.

Workforce Management Operations Scheduler

> "The scheduling portion that is supposed to make this web based call functionality, reporting and adherence..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3355456)

CC

Cody C.

CSR

> "Great for managing contact center."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6828535)

JJ

Jonathan J.

Manager Reporting & WFM

> "The Salesforce External Routing feature isn't well documented or understood"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4547969)

RW

Ryan W.

Business analyst

> "The AI-driven forecasting is generally accurate, helping us keep staffing balanced."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556747)

TH

Taja H.

Fan Service agent

> "Sometimes calls do not come through"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4349272)

LR

Lyn R.

Enrollment Growth Rep

> "I like that you can pop out a little window to make it easier to use it while using other apps."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6758801)

EAM

Edgar Alan M.

Systems Leader

> "We have problems with the integration with our SAP, because the version wasn't compatible with the solution."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2945547)

HD

Harinder D.

Insurance Advisor

> "It focuses on delivering exceptional customer service to all the clients."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6779762)

Marek K.

Sr. CX Consultant

> "Relatively slow delivery of solutions to main painpoints reported by business via idea portal."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3195463)

AT

Alejandra T.

BU Regional Sales Manager

> "The payback, once implemented, as a multi-channel tool is awesome."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6664004)

DK

Darya K.

Escalation Manager

> "The system does not remember the user and periodically you need to enter your login and password again."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3361002)

CC

Cody C.

CSR

> "Very professional company, great software, and overall amazing reporting on stats."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6828535)

YY

Ye Y.

Technical Specialist

> "Dashboard is missing the flexibility for shorting agent status."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2988882)

OR

Oliver R.

Owner

> "Simple to use and offers first-class connectivity."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6829271)

JL

Jose L.

manager coordinator

> "professionals service werent that good sometimes"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4076419)

SB

Sabrina B.

Systems Developer

> "Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6247808)

AP

Amanda P.

Manager, Business Technology Solutions

> "Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. "

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2843493)

AC

Andreea C.

CX Manager

> "More indicators available (than previous solution we were using)."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6589729)

VR

Verified Reviewer

Freelance Writer

> "The sound quality of calls can be questionable in seasons."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2731026)

BV

Brenda V.

Broker Coordinator

> "The latest version and updates have been great."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6813878)

YP

Yashodha P.

Senior Service Engineer

> "PureCloud application crashes sometimes"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2167741)

[View Reviews](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

## User interface

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)

4.21 (581)

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)

4.34 (262)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Activity Tracking

207

Important

AI Copilot

150

Important

AI Summarization

120

Important

NiCE CXone

38/47

-   Activity Tracking
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Auto-Dialer
-   Automated Responses
-   Automatic Call Distribution
-   Blended Call Center
-   Callback Scheduling
-   Call Center Management
-   Caller ID
-   Call Logging
-   Call Monitoring
-   Call Recording
-   Call Reporting
-   Call Routing
-   Call Scripting
-   Call Tagging
-   Call Tracking
-   Call Transcription
-   Call Transfer
-   Call Whispering
-   Chatbot
-   Chat/Messaging
-   Computer Telephony Integration
-   Contact Management
-   CRM
-   Dashboard
-   Generative AI
-   Inbound Call Center
-   Interaction Tracking
-   IVR
-   Manual Dialer
-   Monitoring
-   Multi-Channel Communication
-   Outbound Call Center
-   Performance Management
-   Predictive Dialer
-   Progressive Dialer
-   Queue Management
-   Reporting/Analytics
-   Sentiment Analysis
-   Surveys & Feedback
-   Third-Party Integrations
-   Voice Mail
-   Voice Recognition

[See all features](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#features)

Genesys Cloud CX

Top features

44/47

-   Activity Tracking
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Auto-Dialer
-   Automated Responses
-   Automatic Call Distribution
-   Blended Call Center
-   Callback Scheduling
-   Call Center Management
-   Caller ID
-   Call Logging
-   Call Monitoring
-   Call Recording
-   Call Reporting
-   Call Routing
-   Call Scripting
-   Call Tagging
-   Call Tracking
-   Call Transcription
-   Call Transfer
-   Call Whispering
-   Chatbot
-   Chat/Messaging
-   Computer Telephony Integration
-   Contact Management
-   CRM
-   Dashboard
-   Generative AI
-   Inbound Call Center
-   Interaction Tracking
-   IVR
-   Manual Dialer
-   Monitoring
-   Multi-Channel Communication
-   Outbound Call Center
-   Performance Management
-   Predictive Dialer
-   Progressive Dialer
-   Queue Management
-   Reporting/Analytics
-   Sentiment Analysis
-   Surveys & Feedback
-   Third-Party Integrations
-   Voice Mail
-   Voice Recognition

[See all features](https://www.capterra.com/p/179417/Genesys-Cloud/#features)

### Recognition

NiCE CXone is recognized as a top-rated tool in 2 Capterra Shortlist reports

Genesys Cloud CX is recognized as a top-rated tool in 3 Capterra Shortlist reports

### Deployment & support

NiCE CXone

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Genesys Cloud CX

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

NiCE CXone

-   By NiCE
-   Located in United States
-   Founded in

Genesys Cloud CX

-   By Genesys
-   Located in United States
-   Founded in 1990

## Popular Comparisons

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[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

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[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

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[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

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4.3

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Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/134775-159578/inContact-Call-Center-Software-vs-CallHippo)

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

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4.2

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4.4

Ease of Use

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[View full comparison](https://www.capterra.com/compare/29589-179417/CallCenterNOW-vs-Genesys-Cloud)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

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4.2

Ease of Use

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[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

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4.4

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[View full comparison](https://www.capterra.com/compare/102188-179417/LiveAgent-vs-Genesys-Cloud)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

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