What users are saying about
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Top Rated
285 Ratings

Genesys Engage

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Top Rated
285 Ratings
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Score 8.2 out of 100
51 Ratings
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Score 7 out of 100

Likelihood to Recommend

Genesys Engage

Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Steve Bagdanovich | TrustRadius Reviewer

NICE Nexidia Analytics

IF it is cruicial in your organization to have the internal conversations recorded, this is NOT the product for you. If you do not need that, the savings in time by the software analyzing calls in a way where you can search for specific incidents is fantastic. The training on personality types and how to work with each one is also a great tool for any organization. I can say if it weren't for the rep to rep recording piece, I would give this product a 9.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys Engage
7.8
NICE Nexidia Analytics
Agent dashboard
Genesys Engage
7.7
NICE Nexidia Analytics
Validate callers
Genesys Engage
8.0
NICE Nexidia Analytics
Outbound response
Genesys Engage
7.7
NICE Nexidia Analytics
Call forwarding
Genesys Engage
8.0
NICE Nexidia Analytics
Click-to-call (CTC)
Genesys Engage
7.8
NICE Nexidia Analytics
Warm transfer
Genesys Engage
7.8
NICE Nexidia Analytics
Predictive dialing
Genesys Engage
7.8
NICE Nexidia Analytics
Interactive voice response
Genesys Engage
8.1
NICE Nexidia Analytics
REST APIs
Genesys Engage
7.7
NICE Nexidia Analytics
Call scripts
Genesys Engage
7.7
NICE Nexidia Analytics
Call tracking
Genesys Engage
8.0
NICE Nexidia Analytics
Multichannel integration
Genesys Engage
8.3
NICE Nexidia Analytics
CRM software integration
Genesys Engage
7.5
NICE Nexidia Analytics

Workforce Optimization (WFO)

Genesys Engage
7.7
NICE Nexidia Analytics
Inbound call routing
Genesys Engage
8.2
NICE Nexidia Analytics
Omnichannel inbound routing
Genesys Engage
8.1
NICE Nexidia Analytics
Recording
Genesys Engage
7.3
NICE Nexidia Analytics
Quality management
Genesys Engage
7.1
NICE Nexidia Analytics
Call analytics
Genesys Engage
7.5
NICE Nexidia Analytics
Historical reporting
Genesys Engage
7.8
NICE Nexidia Analytics
Live reporting
Genesys Engage
7.7
NICE Nexidia Analytics
Customer surveys
Genesys Engage
7.6
NICE Nexidia Analytics
Customer interaction analytics
Genesys Engage
7.6
NICE Nexidia Analytics

Pros

Genesys Engage

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Suresh K.S Kumar | TrustRadius Reviewer

NICE Nexidia Analytics

  • I love how the systems analyzes the callers so QA's are able to help guide the agent on how to better handle that style on the next call.
  • I love how the system runs reports for us. We no longer have to manually enter and produce reports, which is a "bear" of a project.
  • Behavioral Analytics helps me keep track of not only my team's progress, but the progress of team leads and supervisors doing coaching and QA monitors.
Cassandra Fulcher | TrustRadius Reviewer

Cons

Genesys Engage

  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Mike Bailey | TrustRadius Reviewer

NICE Nexidia Analytics

  • Maintainence of the portal. Mattersight will sometimes perform scheduled maintainence on the portal which disrupts the completion of goals.
  • Usable reporting. Mattersight could do better with creating usable reports of individual performance.
  • Interaction with phone system. Changes to the IVR will often cause calls to be lost and thus have gaps in reporting.
Jordan Lenaburg | TrustRadius Reviewer

Likelihood to Renew

Genesys Engage

Genesys Engage 6.9
Based on 22 answers
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
Apostol Savu | TrustRadius Reviewer

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 3 answers
Mattersight Behavioral Analytics has always shown great support to our organization. They are always willing to help and find new ways to improve our customer experience. The team we have with Mattersight has become part of our everyday work lives in which we value their business
WaDee'ah Crowder | TrustRadius Reviewer

Usability

Genesys Engage

Genesys Engage 7.5
Based on 15 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Apostol Savu | TrustRadius Reviewer

NICE Nexidia Analytics

NICE Nexidia Analytics 8.2
Based on 2 answers
Overall, navigating in the system is easy
Anonymous | TrustRadius Reviewer

Reliability and Availability

Genesys Engage

Genesys Engage 7.9
Based on 5 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson | TrustRadius Reviewer

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
We have not had any issues with BA's availability. It is always up and running. The only issues we run into is staff not logging in everyday because they already have so many systems up as it is. Other than users, BA is great and is always there.
Cassandra Fulcher | TrustRadius Reviewer

Performance

Genesys Engage

Genesys Engage 7.0
Based on 5 answers
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
Derek Gibson | TrustRadius Reviewer

NICE Nexidia Analytics

NICE Nexidia Analytics 7.3
Based on 1 answer
The pages load very quickly. The reports are nice. I wish I could understand a little more about what is on the reports and what all the sections mean, but once you remove the information that is not needed the reports are easy to filter through and read. I do wish that we would get Outlook notification for comments and monitors.
Cassandra Fulcher | TrustRadius Reviewer

Support Rating

Genesys Engage

Genesys Engage 8.9
Based on 30 answers
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
eugene thai | TrustRadius Reviewer

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
Mattersight gives great support. Every time I reach out to them I get a response within the hour, even if it is just to tell me that they will check into the issue. The staff always stays in contact and even after changes have been made or answers given they follow back up with you and make sure everything is going smoothly. The Mattersight team never makes you feel like you are burden and it feels that with every contact they grow a little more as well.
Cassandra Fulcher | TrustRadius Reviewer

In-Person Training

Genesys Engage

Genesys Engage 8.1
Based on 3 answers
Staff responded well to trainer and provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
This was a great class. We learned so much about the program and our team through the on-site training provided by Mattersight. The trainers were very professional and playful at the same time. They really brought the training to life. The trainers were great at answering all questions and making sure we could train our staff in the same professional, yet fun, manner.
Cassandra Fulcher | TrustRadius Reviewer

Online Training

Genesys Engage

Genesys Engage 7.3
Based on 2 answers
Those that utilized online training provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
I love the roundtable meetings. This is a great way to come together with other companies that are also using the product. It is great to hear about how others train and hear some of their struggles and success stories, so we are able to make the best BA training out there.
Cassandra Fulcher | TrustRadius Reviewer

Implementation Rating

Genesys Engage

Genesys Engage 7.4
Based on 22 answers
Implementation on Genesys Engage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | TrustRadius Reviewer

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
It was really nice to start slowly and train leadership and then slowly start implanting of BA to the staff. This helped with coaching and helped with new staff as they hit the floor. We found that this helped the staff relate and share stories to help with team dynamic. Great system.
Cassandra Fulcher | TrustRadius Reviewer

Alternatives Considered

Genesys Engage

Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably do with a Genesys solution.
Robert D'Alessandro | TrustRadius Reviewer

NICE Nexidia Analytics

The version of Calabrio that we were using strictly recorded calls - It did not offer nearly as many options as what is available in Mattersight. Mattersight allowed us to implement a consistent approach to customer interactions. In addition, searching for calls, and specific points within the calls, is much more efficient with Mattersight.
Anonymous | TrustRadius Reviewer

Scalability

Genesys Engage

Genesys Engage 7.3
Based on 4 answers
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
David Saidel | TrustRadius Reviewer

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
This is such a great product.
Cassandra Fulcher | TrustRadius Reviewer

Return on Investment

Genesys Engage

  • Improved customer experience for contact center applications
  • Enhances internal and external communications through Presence Management
  • Minimal investment in hardware since CIC is primarily a software solution that runs on industry standard Windows servers
  • Can be deployed as a "cloud" solution or an on premise solution with basically the same feature set regardless of deployment
  • Provides 100% application redundancy in a fail-over situation that also supports full geographic redundancy
David Saidel | TrustRadius Reviewer

NICE Nexidia Analytics

  • We believe we improved our customer service with our employees working with our customers and adapting to their styles.
  • We improved our manager's efficiency selecting calls to monitor and conducting impactful coaching sessions.
  • We had challenges determining a true ROI as we found it difficult/impossible to fully isolate Mattersight's impact to our bottom line. It was hard to attribute our lead conversion applications and revenue directly to Mattersight with several other external factors in play.
Anonymous | TrustRadius Reviewer

Screenshots

NICE Nexidia Analytics

Pricing Details

Genesys Engage

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

NICE Nexidia Analytics

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Genesys Engage
8.3
NICE Nexidia Analytics
9.2

Likelihood to Renew

Genesys Engage
6.9
NICE Nexidia Analytics
9.1

Usability

Genesys Engage
7.5
NICE Nexidia Analytics
8.2

Reliability and Availability

Genesys Engage
7.9
NICE Nexidia Analytics
9.1

Performance

Genesys Engage
7.0
NICE Nexidia Analytics
7.3

Support Rating

Genesys Engage
8.9
NICE Nexidia Analytics
9.1

In-Person Training

Genesys Engage
8.1
NICE Nexidia Analytics
9.1

Online Training

Genesys Engage
7.3
NICE Nexidia Analytics
9.1

Implementation Rating

Genesys Engage
7.4
NICE Nexidia Analytics
9.1

Scalability

Genesys Engage
7.3
NICE Nexidia Analytics
9.1

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