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- Genesys Cloud CX
- NiCE CXone Mpower
- Genesys Cloud CX-vs-NiCE CXone Mpower
Compare Genesys Cloud CX and NiCE CXone Mpower 
At a Glance
Market Segments
Mid-Market (46.0% of reviews)
Mid-Market (52.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $71.00 1 Agent Per Month
Genesys Cloud CX
Star Rating
(1,429)4.4 out of 5
Market Segments
Mid-Market (46.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXNiCE CXone Mpower
Star Rating
(1,718)4.3 out of 5
Market Segments
Mid-Market (52.6% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that NiCE CXone Mpower excels in Performance Analysis with a score of 9.2, while Genesys Cloud CX trails behind at 8.5. Reviewers mention that the detailed analytics and reporting features in NiCE CXone Mpower provide actionable insights that significantly enhance decision-making.
- Reviewers mention that NiCE CXone Mpower's Call Monitoring feature scores a remarkable 9.4, compared to Genesys Cloud CX's 8.9. Users say that the real-time monitoring capabilities allow for immediate feedback and coaching, which is crucial for improving agent performance.
- Users on G2 highlight the superior Progressive Dialing feature in NiCE CXone Mpower, scoring 9.0, while Genesys Cloud CX scores 8.9. Reviewers say that the efficiency of the dialing system in NiCE CXone Mpower leads to higher connection rates and improved productivity for agents.
- Reviewers mention that NiCE CXone Mpower shines in its Automation capabilities, scoring 8.9, while Genesys Cloud CX falls short at 8.0. Users report that the automation tools in NiCE CXone Mpower streamline workflows and reduce manual tasks, enhancing overall operational efficiency.
- Users say that the Customization options in NiCE CXone Mpower, with a score of 9.1, are more robust compared to Genesys Cloud CX's 8.4. Reviewers mention that the ability to tailor the software to specific business needs is a significant advantage for organizations using NiCE CXone Mpower.
- G2 users report that NiCE CXone Mpower's Quality of Support scores 8.4, which is higher than Genesys Cloud CX's 8.2. Reviewers mention that the responsive customer service and comprehensive support resources provided by NiCE CXone Mpower contribute to a better user experience.
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Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableNiCE CXone Mpower
CXone Mpower Digital Agent
Starting at $71.00
1 Agent Per Month
Digital first package supports 30+ digital channels
- Common data sets and models
- Unified administration and user interface
- Digital Agent routing for 30+ channels
Free Trial
Genesys Cloud CX
Free Trial is available
NiCE CXone Mpower
Free Trial is available
Ratings
Meets Requirements
8.6
1,012
8.8
1,183
Ease of Use
8.9
1,020
8.7
1,199
Ease of Setup
8.3
587
8.0
441
Ease of Admin
8.4
571
8.3
436
Quality of Support
8.2
970
8.4
1,103
Has the product been a good partner in doing business?
8.5
565
8.3
433
Product Direction (% positive)
8.7
914
8.2
1,100
Features by Category
Ticket and Case Management
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
7.9
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
9.4
6
Not enough data
9.5
7
Not enough data
9.0
7
Not enough data
7.8
6
Not enough data
8.8
7
Platform
Not enough data
8.3
7
8.4
164
|
Verified
9.1
11
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.3
7
Messenger
8.9
21
Not enough data
9.2
24
Not enough data
9.3
23
Not enough data
8.6
23
Not enough data
Channels
9.1
22
Not enough data
9.3
21
Not enough data
9.3
20
Not enough data
9.1
19
Not enough data
9.2
18
Not enough data
Customers
9.0
25
Not enough data
8.9
22
Not enough data
9.1
23
Not enough data
9.0
21
Not enough data
9.2
22
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
136
8.9
310
|
Verified
8.9
120
9.0
286
|
Verified
8.8
118
8.9
277
|
Verified
Agent Tools
8.8
123
8.9
258
|
Verified
8.5
116
9.0
262
|
Verified
8.6
129
8.9
275
|
Verified
9.2
153
9.2
312
|
Verified
Automation
8.6
113
8.8
229
|
Verified
8.7
95
9.0
223
|
Verified
9.2
138
9.0
246
|
Verified
8.7
100
8.9
209
|
Verified
8.9
132
9.0
241
|
Verified
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
8.3
7
Knowledge Management
Not enough data
8.8
7
Not enough data
7.6
7
Not enough data
8.1
7
Compliance
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
9.0
7
Not enough data
7.4
7
Customer Support
Not enough data
7.9
7
Not enough data
8.1
7
Not enough data
7.6
7
Data Security
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.8
7
Administration
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.6
7
Generative AI
Not enough data
Not enough data
Quality Assurance
8.7
149
9.0
252
8.6
140
9.0
236
7.7
151
8.8
261
Engagement
8.5
130
9.0
237
8.2
150
9.0
249
8.2
138
8.8
237
Performance
8.6
145
8.9
236
8.9
143
9.2
255
Generative AI
7.2
27
5.2
17
7.4
27
5.4
17
Channels
9.1
330
|
Verified
9.1
619
|
Verified
8.2
190
8.5
321
|
Verified
8.5
223
|
Verified
8.5
347
|
Verified
8.3
191
|
Verified
8.3
291
|
Verified
8.3
223
|
Verified
8.5
345
|
Verified
Generative AI
7.9
59
7.0
42
Functions
8.7
381
|
Verified
8.8
647
|
Verified
8.8
390
|
Verified
9.0
685
|
Verified
8.7
327
|
Verified
8.9
541
|
Verified
8.3
222
|
Verified
8.7
380
|
Verified
8.5
233
|
Verified
8.8
451
|
Verified
9.1
303
|
Verified
9.0
547
|
Verified
8.8
290
|
Verified
8.8
549
|
Verified
8.6
231
8.7
491
|
Verified
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
8.3
344
|
Verified
8.6
510
|
Verified
8.8
384
|
Verified
8.9
540
|
Verified
7.5
418
|
Verified
8.6
636
|
Verified
8.8
274
|
Verified
9.0
507
|
Verified
8.4
246
8.9
424
|
Verified
Responses
9.2
31
Not enough data
9.4
33
Not enough data
8.7
30
Not enough data
Automation - AI Agents
9.2
6
Not enough data
9.3
7
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
9.0
7
Not enough data
Platform
8.9
32
Not enough data
9.3
32
Not enough data
9.1
30
Not enough data
Autonomy - AI Agents
9.3
7
Not enough data
9.5
7
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.5
52
Not enough data
8.7
51
Not enough data
9.1
53
Not enough data
8.4
54
Not enough data
8.2
49
Not enough data
Platform
8.8
50
Not enough data
8.9
53
Not enough data
8.9
50
Not enough data
8.5
53
Not enough data
8.1
47
Not enough data
8.8
55
Not enough data
8.6
51
Not enough data
Generative AI
8.3
24
Not enough data
8.4
24
Not enough data
Workforce Management
8.7
165
9.3
288
|
Verified
8.6
155
9.2
279
|
Verified
8.5
146
8.9
225
|
Verified
8.2
144
9.0
226
|
Verified
7.9
112
8.6
176
|
Verified
Administration
8.0
137
8.9
229
|
Verified
8.5
156
9.2
270
|
Verified
8.4
163
9.0
294
|
Verified
7.9
137
8.7
219
|
Verified
8.4
146
9.0
226
|
Verified
Administration
9.2
23
Not enough data
8.9
22
Not enough data
9.2
21
Not enough data
Security
9.3
22
Not enough data
9.4
21
Not enough data
Messaging Channels
9.1
27
Not enough data
9.2
28
Not enough data
9.2
30
Not enough data
9.0
29
Not enough data
Administration
9.0
31
Not enough data
9.0
29
Not enough data
8.7
29
Not enough data
9.0
32
Not enough data
Platform
8.7
139
8.6
32
7.8
124
7.5
27
8.8
158
8.8
34
9.1
160
9.2
38
8.8
155
8.6
35
9.2
153
9.4
31
9.1
155
9.3
37
Generative AI
7.7
54
Feature Not Available
Workforce Management
8.9
146
9.4
36
8.8
142
9.0
33
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
9.0
152
9.4
38
8.2
153
8.8
39
Customer Support
9.0
32
Not enough data
8.9
33
Not enough data
8.5
31
Not enough data
Automation
8.7
30
Not enough data
8.5
34
Not enough data
9.1
32
Not enough data
Artificial Intelligence
9.0
32
Not enough data
8.8
32
Not enough data
9.1
30
Not enough data
Generative AI
7.8
21
Not enough data
7.5
21
Not enough data
8.3
21
Not enough data
Communication
8.6
163
|
Verified
Not enough data
8.4
166
|
Verified
Not enough data
8.3
122
Not enough data
8.4
134
Not enough data
8.3
89
Not enough data
Internal Use
8.4
164
|
Verified
9.1
11
8.6
158
|
Verified
Not enough data
8.4
119
|
Verified
Not enough data
8.4
135
|
Verified
Not enough data
8.2
128
|
Verified
Not enough data
8.3
128
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
Not enough data
8.1
7
Not enough data
7.5
8
Not enough data
7.5
8
Not enough data
7.5
8
Not enough data
7.3
8
Self-Service Platform
Not enough data
8.3
8
Not enough data
8.3
8
Not enough data
7.9
8
Not enough data
8.1
7
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.4(won by default)
7
Not enough data
7.9(won by default)
7
Not enough data
Process
8.8(won by default)
23
Not enough data
8.9(won by default)
25
Not enough data
8.9(won by default)
23
Not enough data
Channels
9.4(won by default)
25
Not enough data
9.3(won by default)
27
Not enough data
9.1(won by default)
27
Not enough data
9.7(won by default)
29
Not enough data
9.4(won by default)
26
Not enough data
Insight
9.5(won by default)
25
Not enough data
9.0(won by default)
29
Not enough data
9.1(won by default)
27
Not enough data
9.5(won by default)
24
Not enough data
Generative AI
7.2
22
6.7
5
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Platform Basics - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Basic Communication
9.6
55
Not enough data
7.9
39
Not enough data
8.7
44
Not enough data
8.5
41
Not enough data
8.7
47
Not enough data
8.6
47
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.4
46
Not enough data
8.2
40
Not enough data
8.2
41
Not enough data
Advanced Features
8.8
53
Not enough data
8.7
47
Not enough data
9.2
53
Not enough data
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Calling
9.4
48
Not enough data
8.5
42
Not enough data
8.9
47
Not enough data
8.7
47
Not enough data
Contacts
8.6
46
Not enough data
8.4
44
Not enough data
8.3
42
Not enough data
Insights
8.3
43
Not enough data
8.8
45
Not enough data
8.6
46
Not enough data
8.0
41
Not enough data
8.0
40
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.6
7
Not enough data
7.1
7
Not enough data
7.6
7
Not enough data
7.9
7
Not enough data
7.9
7
Not enough data
Customer Interaction Automation - AI Customer Support Agents
7.5
6
Not enough data
7.9
7
Not enough data
7.6
7
Not enough data
7.9
7
Not enough data
Automation
9.4
8
Not enough data
8.3
8
Not enough data
6.4
7
Not enough data
Autonomy
7.2
9
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
7.1
7
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and NiCE CXone Mpower are categorized as Customer Service Automation, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, and Proactive Notification
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, AI Customer Support Agents, Co-Browsing, Genesys AppFoundry Marketplace, UCaaS Platforms, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, and AI Agents For Business Operations
NiCE CXone Mpower is categorized as Digital Customer Service Platforms, Contact Center Knowledge Base, Help Desk, and Customer Self-Service
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
NiCE CXone Mpower
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.1%
Financial Services
10.4%
Telecommunications
5.6%
Consumer Services
4.9%
Accounting
4.7%
Other
63.4%
Consumer Services
10.3%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.1%
Hospital & Health Care
5.8%
Other
60.6%
Most Helpful Reviews
Genesys Cloud CX
Most Helpful Favorable Review
Verified User in Accounting
PureCloud is an easy system to use. My computer automatically logs me in every morning once I get it work. If you are away from your desk or offline, PureCloud will show your status so others are able to see. It is an easy way to chat with co-workers,...
Most Helpful Critical Review
Anuj N.
Verified User in Information Technology and Services
We can't share the large text or big URL over the chat window. Connection get disconnect even though I have internet, and it starts happening with the new version. Also, sharing a screen is a big challenge because it takes time to load the screen.
NiCE CXone Mpower
Most Helpful Favorable Review
Gretchen G.
Verified User in Telecommunications
I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things...
Most Helpful Critical Review
Verified User in Computer & Network Security
Their communication internally is not good. We have been passed off from contact to contact without much knowledge transfer, and alot of our requests have been lost in the shuffle. We have had many issues over the course of this implementation.
Verified User in Accounting
PureCloud is an easy system to use. My computer automatically logs me in every morning once I get it work. If you are away from your desk or offline, PureCloud will show your status so others are able to see. It is an easy way to chat with co-workers,...
Gretchen G.
Verified User in Telecommunications
I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things...
Anuj N.
Verified User in Information Technology and Services
We can't share the large text or big URL over the chat window. Connection get disconnect even though I have internet, and it starts happening with the new version. Also, sharing a screen is a big challenge because it takes time to load the screen.
Verified User in Computer & Network Security
Their communication internally is not good. We have been passed off from contact to contact without much knowledge transfer, and alot of our requests have been lost in the shuffle. We have had many issues over the course of this implementation.
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