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.