Genesys and NICE are two of the preferred contact middle options in the marketplace. However how do they stack up towards one another? 

Relying on the dimensions of your online business 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 examine their options, pricing plans, and capabilities to see which contact middle software program comes out on high. As a 3rd choice, we’ll additionally focus on 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 middle platforms.

1. Omnichannel buyer engagement

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

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

2. In depth options 

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

For instance, you possibly can 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 completely different contact middle capabilities 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 sturdy buyer expertise platform, combining a number of digital channels in a single app.

1. Intuitive consumer interface

A number of buyer critiques 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.

It’s also possible to deploy the cloud contact middle software program independently with none technical oversight from the assist group. That is very helpful for purchasers, as it would take a while to obtain a response from the assist group.

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 by IVR, voicebots, and chatbots​.

3. Open cloud-based contact middle 

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

This has a number of advantages. First, your brokers can entry the contact middle from anyplace with an web connection, permitting them to work from completely different areas. Cloud contact facilities additionally supply built-in redundancy and knowledge backups, lowering the danger of downtime because of {hardware} failures or pure disasters.

NICE vs. Genesys Cloud CX: The Cons

Right here’s why customers may begin searching for an alternative choice to NICE and Genesys.

Cons of NICE CXone

A few of the challenges customers face with NICE embrace:

• Value: Person critiques recommend that pricing might be a problem for NICE clients. The platform’s least expensive plan prices $71 per consumer per thirty days. So, in case you have a mid-sized name middle with 200 brokers, you’ll spend $14,200 per thirty days, not together with ad-hoc prices like set-up charges and annual recurring expenses. This makes the annual value of working your contact middle very excessive.
• Poor consumer expertise: NICE’s consumer expertise isn’t the very best in the marketplace. Some customers discover it troublesome to navigate by the platform because of its advanced consumer 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 knowledge platforms.

Cons of Genesys Cloud Cx

A few of the drawbacks customers face with Genesys embrace:

• Poor consumer interface: Whereas the agent interface is mostly well-liked, some elements of the platform are much less intuitive. Take, for instance, the e-mail consumer. It typically blocks useful info, which might be irritating for brokers who must consult with hidden info whereas talking to a buyer. 
• Restricted capabilities: Whereas Genesys presents many options, a few of them aren’t absolutely 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 knowledge, 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 rapidly rack up for smaller companies. 

Nextiva, however, 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. If you happen to go for Nextiva’s Important plan, you’ll solely pay $18.95 per consumer per thirty days (billed yearly) to entry core contact middle 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 abilities to deploy and work with Nextiva as a result of it’s straightforward to make use of. 

As one buyer explains:

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

Genesys, however, might be advanced and has a important studying curve. Customers usually require prolonged coaching classes to understand the device’s core options and use it independently.

Nextiva additionally has a sturdy third-party ecosystem comprising quite a few apps you already use for your online business. For instance, it integrates with CRM software program like Salesforce, permitting you to ship real-time buyer knowledge to contact middle brokers for personalised communication.

3. Scalability

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

In that case, you possibly can pay for extra seats in your plan and luxuriate in a reduction per agent (the extra seats you buy, the much less you pay). It’s also possible to improve to the Skilled or Enterprise plans to entry superior contact middle options like a multi-level auto attendant and voicemail transcriptions.

4. Buyer assist

Nextiva is thought for its glorious buyer assist and intensive sources, successfully catering to companies of all sizes. Its assist group is obtainable by way of telephone, e mail, and an in-app chat. The corporate additionally gives a complete data base with self-service sources to troubleshoot points independently. 

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

“It is extremely fast and straightforward to get in contact with the client assist group at Nextiva. I had a problem with one of many new desktop telephones I arrange in my workplace, so I known as Nextiva, they usually fastened the difficulty inside quarter-hour. The service rep I spoke with, Dillon, was very pleasant, courteous, and educated about the best way to deal with our downside.”

5. Product choices

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

Make the Change: Get All of it With Nextiva 

NICE and Genesys are each strong contact middle options. However if you weigh their options, usability, and pricing towards Nextiva’s choices, the winner is obvious. 

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