Genesys vs NICE InContact

Which CCaaS platform should you use?

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Genesys vs NICE InContact
Contact Centre

Published: December 3, 2020

Anwesha Roy - UC Today

Anwesha Roy

Content centre technology is rapidly evolving in response to customer demand. Over 90% of technology buyers now prioritise advanced capabilities like intelligent routing, integrated omnichannel, and intuitive UI as integral to the contact centre experience. To address this, the industry is shifting to a cloud-first model. In fact, 62% of companies plan on migrating to a cloud-based contact centre over the next 1.5 years.

There are several vendors who can help you on this journey, and Genesys and NICE InContact sit right on top of this list.

Genesys is a three-decades-old CX and contact centre technology provider which was named a Leader in the Gartner Magic Quadrant for Contact Centre as a Service (CCaaS) in 2020. NICE InContact, also a Leader as per the Gartner Magic Quadrant, is known worldwide for its all-in-one cloud platform – CXone.

If you’re in the market for a 360-degree contact centre suite in 2021, either switching providers or migrating from legacy, make sure to assess both these vendors carefully.

Here is all you need to know to make the right call.

Genesys Features

Genesys offers contact centre software with omnichannel capabilities, including email, chat, messaging, and bots (chat and voice). It is powered by cutting-edge artificial intelligence (AI) that guides your contact centre agent workflows. Genesys also has a powerful automation solution on the cloud, called Latitude. It includes prebuilt integrations, data connectors, workflow design tools, and interface managers, to fully automate the customer experience.

Some of Genesys’ key features include:

  • Self-service through speech-enabled IVR, voice bots, and chatbots
  • Unlimited chat and email routing as per business rules
  • Co-browse and screen share for remote customer support
  • Inbound voice, SMS, and app-based messages routing
  • Automatic call back for IVR and web requests
  • Cloud-based voicemail, screen recording, and interaction recording
  • Basic/advanced outbound campaigns
  • Real-time and historical insights via performance dashboards

Genesys has several nifty features to help you maximise your contact centre workforce. For instance, you can generate short-term forecasts to set agent targets and gamify the KPIs to motivate them further. Genesys also supports an incredible degree of customisation, through its open platform architecture, where you can add integrations, plugins, and custom connectors to build your perfect contact centre environment.

Genesys Cloud is the company’s 360-degree cloud-based contact centre platform. But it also offers a CX-focused solution called Genesys Engage, which can be deployed on-premise or on the private/public cloud.

NICE InContact Features

NICE InContact is recognised for CXone, its solution for customer analytics, omnichannel routing, and contact centre workforce engagement built on an open cloud foundation. Owing to its open architecture, NICE InContact supports a wide range of CRM integrations, UCaaS integrations, restful APIs, as well as an impressive developer ecosystem with deep customizability.

You can localise the platform using toll-free and local numbers in 100+ regions.

Here are its key features:

  • Automatic contact distributor for intelligent routing
  • My Agent eXperience (MAX)
  • Agent interface consolidating 30+ channels
  • IVR powered by an easy-to-use visual design studio
  • Best Pick technology for workforce optimisation
  • Root cause analysis through detailed speech, voice, and text data
  • 99% guaranteed uptime, with reliable BCDR plans
  • Customer feedback management through surveys, analysis, and agent alerts

NICE InContact CXone has all the features you could expect from a cloud-based contact centre software. Like Genesys, it has AI technology, powering customer self-service and IVR.

It has dedicated solutions for small business and enterprise. For small businesses, NICE InContact offers five different packages (standard, Core, Essentials, Advanced, and Complete), while for the enterprise, it has a large-scale implementation program called CXsuccess.

Genesys vs NICE InContact: Experience

Both companies have a strong focus on user experience, both for agents as well as the end customer.

Genesys has a clean UI with an easy learning curve, helping your agents to stay productive. Automated forecasts, predictive schedules, call quality dashboards, and agent notifications make sure that your teams are on the right track. Its self-service capabilities ensure that against are not unduly burdened.

NICE InContact has a workforce engagement and optimisation module that includes quality analysis, recording, and performance management. Data from recordings can be used to forecast performance, set schedules, gamify agent workflows, coach teams, and calibrate interactions. The platform’s AI technology pinpoints specific efficiency opportunities to optimise your workforce.

Genesys has a unique road-mapping tool that lets prospective customers create a custom CX blueprint. You can choose your desired features across self-service, digital, inbound, outbound, workforce management, analytics, and integration categories, to generate a perfectly tailored blueprint that will then inform your Genesys Cloud solution.

For business-specific customisations, NICE InContact has solutions for diverse domains such as the public sector, financial services, healthcare, non-profits, and outsourcing, not to mention scale-dependent solutions for small businesses or enterprises.

Both companies boast of prestigious customers – including SumTotal, Radisson Hotels, and Swedish Rail for NICE InContact, and Lenovo, Singapore Airlines, and Microsoft being served by Genesys.

Genesys vs NICE InContact: Integrations

Genesys AppFoundry is the company’s third-party integration marketplace where you can choose from 315+ third-party apps. Integrations come in three categories – Essentials, Genesys Picks, and Premium – to achieve the desired level of functionality for your contact centre software.

Some of the most popular software vendors featured in Genesys AppFoundry are:

  • Genesys cloud integration for Microsoft Teams
  • SuccessKPI BI and Analytics Package
  • Zoho CRM connector
  • Genesys virtual agent services powered Google CCAI

NICE InContact, too, has a number of useful integrations across CRM and UCaaS. Thanks to its open cloud foundation, you can enjoy a high degree of extensibility, even for custom apps. And like Genesys, it has an integration marketplace called NICE InContact CXexchange.

CXexchange features popular vendors such as:

  • Microsoft Unified Service Desk (“uMAX”) Agent
  • NICE InContact CXone Agent for Salesforce
  • Jabra for NICE inContact
  • Livepro Knowledge Management System

Which One is Right For You?

NICE InContact and Genesys are both stalwarts in their category.

Genesys is differentiated by its open platform approach that can seamlessly connect with existing data sources, processes, and contact centre systems. NICE InContact boasts of an open cloud foundation that makes it easy to build on and integrate. If you’re looking for a domain-specific solution, NICE InContact is a good place to start. If, on the other hand, you need to keep on-premise options open, Genesys might be the most advisable way forward.

 

 

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