Genesys and NICE are two of the most well-liked contact heart options available on the market. However how do they stack up in opposition to one another? 

Relying on the scale of your enterprise and your finances, one is perhaps a greater choice than the opposite: Do you want superior integrations? Do you want a cloud-based service?

Let’s evaluate their options, pricing plans, and capabilities to see which contact heart software program comes out on prime. As a 3rd choice, we’ll additionally talk about how Nextiva measures as much as these platforms.

NICE CXone vs. Genesys Cloud CX: The Professionals

Let’s take a fast take a look at the important thing advantages of every platform.

Professionals of NICE

NICE is a frontrunner in AI-powered self-service and human agent–assisted contact heart platforms.

1. Omnichannel buyer engagement

NICE serves as an all-in-one contact heart software program to ship omnichannel buyer experiences. It integrates over 30 digital channels, together with electronic mail, stay chat, social media, and cell apps. 

This lets you coordinate buyer interactions from one central platform. Issues are much less more likely to slip via the cracks this manner, and also you’ll get 360-degree information to personalize inbound and outbound interactions all through the shopper journey.

2. In depth options 

NICE presents sturdy options, akin to superior name routing, interactive voice response (IVR), and superior analytics, to spice up your contact heart’s effectivity. 

For instance, you’ll be able to arrange NICE to route buyer calls to the best-fit agent utilizing skills-based standards. This reduces wait instances and eliminates the trouble of manually assigning calls to brokers.

3. AI integrations

Maintaining with the most recent technological developments, NICE integrates AI into totally different contact heart features for a extra environment friendly workflow. Particularly, it presents AI-powered digital assistants and worker digital attendants to automate customer support and enhance agent efficiency.

Professionals of Genesys

Genesys presents a strong buyer expertise platform, combining a number of digital channels in a single app.

1. Intuitive person interface

A number of buyer evaluations recommend that Genesys Cloud CX has a glossy interface that’s straightforward to know and navigate. This makes agent onboarding a breeze on the platform.

You may as well deploy the cloud contact heart software program independently with none technical oversight from the help crew. That is very helpful for patrons, as it’d take a while to obtain a response from the help crew.

2. AI integration

The platform presents intensive AI instruments for automation, together with predictive engagement, routing, scheduling, workforce administration, and outbound campaigns. It additionally has superior options for self-service via IVR, voicebots, and chatbots​.

3. Open cloud-based contact heart 

Fairly than counting on conventional on-premises infrastructure, Genesys makes use of cloud computing to deal with buyer interactions throughout varied channels, akin to telephone calls, emails, chats, social media, and extra.

This has a number of advantages. First, your brokers can entry the contact heart from wherever with an web connection, permitting them to work from totally different places. Cloud contact facilities additionally supply built-in redundancy and information backups, lowering the danger of downtime as a consequence of {hardware} failures or pure disasters.

NICE vs. Genesys Cloud CX: The Cons

Right here’s why customers may begin in search of a substitute for NICE and Genesys.

Cons of NICE CXone

A number of the challenges customers face with NICE embrace:

• Value: Person evaluations recommend that pricing might be a problem for NICE prospects. The platform’s least expensive plan prices $71 per person per thirty days. So, when you’ve got a mid-sized name heart with 200 brokers, you’ll spend $14,200 per thirty days, not together with ad-hoc prices like set-up charges and annual recurring prices. This makes the annual value of operating your contact heart very excessive.
• Poor person expertise: NICE’s person expertise isn’t the perfect available on the market. Some customers discover it tough to navigate via the platform as a consequence of its advanced person interface. It additionally has restricted integration capabilities. Though it’s suitable with a number of CRM instruments, it doesn’t combine with third-party programs like buyer information platforms.

Cons of Genesys Cloud Cx

A number of the drawbacks customers face with Genesys embrace:

• Poor person interface: Whereas the agent interface is mostly well-liked, some points of the platform are much less intuitive. Take, for instance, the e-mail consumer. It typically blocks invaluable data, which might be irritating for brokers who must consult with hidden data whereas talking to a buyer. 
• Restricted capabilities: Whereas Genesys presents many options, a few of them aren’t totally developed, limiting customers’ precise capabilities on the platform. For instance, its reporting characteristic is lacking key functionalities just like the longest wait time, limitless rows for historic information, and customization choices.

Evaluating NICE and Genesys vs. Nextiva

Now that you’ve got a good suggestion of the strengths and weaknesses of NICE and Genesys, let’s take a look at how Nextiva compares.

1. Pricing

NICE and Genesys goal bigger enterprises with larger costs per characteristic, so prices shortly rack up for smaller companies. 

Nextiva, then again, presents aggressive, clear pricing that scales with options and customers, making it extra accessible to a variety of companies. 

Say you’re a small enterprise with 20 brokers. In the event you go for Nextiva’s Important plan, you’ll solely pay $18.95 per person per thirty days (billed yearly) to entry core contact heart capabilities like toll-free numbers and voicemail. This can be a steal in comparison with NICE’s least expensive plan, which prices $71 per agent per thirty days.

2. Ease of use and integrations

You don’t want superior technical expertise to deploy and work with Nextiva as a result of it’s straightforward to make use of. 

As one buyer explains:

“I really like that Nextiva’s administrator portal is very easy to make use of. You can also make modifications by yourself with ease in case you really feel snug. The system we used earlier than Nextiva required lots of calling in, and we couldn’t make many modifications ourselves.”

Genesys, then again, might be advanced and has a vital studying curve. Customers usually require prolonged coaching classes to understand the software’s core options and use it independently.

Nextiva additionally has a strong third-party ecosystem comprising quite a few apps you already use for your enterprise. For instance, it integrates with CRM software program like Salesforce, permitting you to ship real-time buyer information to contact heart brokers for customized communication.

3. Scalability

Nextiva scales shortly to match your altering enterprise wants. Let’s say you began with the Important plan for 20 brokers, however your contact heart has now grown to 50 brokers. 

In that case, you’ll be able to pay for extra seats in your plan and revel in a reduction per agent (the extra seats you buy, the much less you pay). You may as well improve to the Skilled or Enterprise plans to entry superior contact heart options like a multi-level auto attendant and voicemail transcriptions.

4. Buyer help

Nextiva is understood for its glorious buyer help and intensive sources, successfully catering to companies of all sizes. Its help crew is obtainable by way of telephone, electronic mail, and an in-app chat. The corporate additionally offers a complete information base with self-service sources to troubleshoot points independently. 

However don’t simply take their phrase for it. See what one in every of customers should say: 

“It is rather fast and straightforward to get in contact with the shopper help crew at Nextiva. I had a problem with one of many new desktop telephones I arrange in my workplace, so I referred to as Nextiva, and so they fastened the problem inside quarter-hour. The service rep I spoke with, Dillon, was very pleasant, courteous, and educated about learn how to handle our downside.”

5. Product choices

Nextiva offers a complete suite of simple and adaptable communication options, making it a well-rounded alternative. From VoIP and SIP trunking to clever cloud contact heart capabilities, you get every thing you want for omnichannel engagement to ship top-notch buyer experiences.

Make the Swap: Get All of it With Nextiva 

NICE and Genesys are each strong contact heart options. However while you weigh their options, usability, and pricing in opposition to Nextiva’s choices, the winner is evident. 

What makes Nextiva stand out is its reasonably priced plans, which cater to companies of all sizes, ease of integration, and stellar buyer help.