Top Rated
203 Ratings
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Top Rated
344 Ratings
Top Rated
203 Ratings
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Score 8.4 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
344 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Genesys PureConnect

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Jim Barber | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE inContact CXone is good for a team doing any sort of calling. It makes calling, managing calls, holding, transferring, conferencing, scheduling, organizing, and things of that nature very easy, thus making the process of work very seamless and easy.It also helps with scheduling, and communication between team membersIt wouldn't be well suited for teams who don't do calling, although some features would be helpful if calling is not being done.
Anthony Castellanos | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.8
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
Genesys PureConnect
7.1
NICE CXone (formerly NICE inContact)
8.3
Validate callers
Genesys PureConnect
7.8
NICE CXone (formerly NICE inContact)
8.3
Outbound response
Genesys PureConnect
7.9
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
Genesys PureConnect
8.0
NICE CXone (formerly NICE inContact)
8.3
Click-to-call (CTC)
Genesys PureConnect
7.9
NICE CXone (formerly NICE inContact)
8.5
Warm transfer
Genesys PureConnect
8.5
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
Genesys PureConnect
7.8
NICE CXone (formerly NICE inContact)
7.4
Interactive voice response
Genesys PureConnect
8.1
NICE CXone (formerly NICE inContact)
8.0
REST APIs
Genesys PureConnect
7.8
NICE CXone (formerly NICE inContact)
7.8
Call scripts
Genesys PureConnect
7.7
NICE CXone (formerly NICE inContact)
8.0
Call tracking
Genesys PureConnect
7.4
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
Genesys PureConnect
7.9
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
Genesys PureConnect
7.4
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

Genesys PureConnect
7.6
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
Genesys PureConnect
8.2
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
Genesys PureConnect
8.0
NICE CXone (formerly NICE inContact)
8.2
Recording
Genesys PureConnect
8.1
NICE CXone (formerly NICE inContact)
8.5
Quality management
Genesys PureConnect
8.1
NICE CXone (formerly NICE inContact)
8.5
Call analytics
Genesys PureConnect
7.3
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
Genesys PureConnect
6.9
NICE CXone (formerly NICE inContact)
8.3
Live reporting
Genesys PureConnect
7.3
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
Genesys PureConnect
7.6
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
Genesys PureConnect
7.3
NICE CXone (formerly NICE inContact)
8.0

Pros

Genesys PureConnect

  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
Shahbaz Chughtai | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • Through automation, we are able to effectively monitor trends and provide in depth information to our customers.
  • Efficiently manage inbound and outbound call queues.
  • Allows team members to monitor each others status so that we can coordinate breaks, lunches and meetings without overlap.
Anonymous | TrustRadius Reviewer

Cons

Genesys PureConnect

  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • The auto reports it generates are really ugly and not so easy to digest. While the team can find what they need and there is little fluff, I think the auto generated reports can look nice like some of the other data available. Spreadsheets are boring and some color will add some excitement.
Richard Rowland | TrustRadius Reviewer

Likelihood to Renew

Genesys PureConnect

Genesys PureConnect 8.6
Based on 12 answers
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 14 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Usability

Genesys PureConnect

Genesys PureConnect 8.1
Based on 8 answers
PureConnect is well suited for organizations who don't want to deploy dozens of servers for a call center. It is very appropriate if you want to be full IP : from the career connexion (SIP trunk) to the phone set. It is less appropriate if your organization is divided into many small teams and you have to manage hundreds of different teams.
Michał Sabat | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 269 answers
I give it this rating because just a baseline 5/10 would be call routing to customers in a timely manner out of the box. When you add to the baseline intelligent routing, great hold music, easy callback features, ability to overflow and reroute, seemingly transferring, and on and on, the extras should be 10/10. The reason it falters is just that the website crashes, or there's some maintenance from the provider too often.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Genesys PureConnect

Genesys PureConnect 9.1
Based on 6 answers
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.7
Based on 3 answers
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Anonymous | TrustRadius Reviewer

Performance

Genesys PureConnect

Genesys PureConnect 8.8
Based on 6 answers
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect).As far as IVR operations, web service calls, database operations: they all operate reasonably.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 9.0
Based on 3 answers
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
Anonymous | TrustRadius Reviewer

Support Rating

Genesys PureConnect

Genesys PureConnect 7.0
Based on 15 answers
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Ruud Reinold | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.4
Based on 6 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

Genesys PureConnect

Genesys PureConnect 8.2
Based on 4 answers
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 9.0
Based on 2 answers
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
Anonymous | TrustRadius Reviewer

Online Training

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 9.0
Based on 2 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

Genesys PureConnect

Genesys PureConnect 6.1
Based on 21 answers
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
Laurent Pret | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Genesys PureConnect

Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Micheal McComber | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

Scalability

Genesys PureConnect

Genesys PureConnect 8.2
Based on 3 answers
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.3
Based on 3 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

Return on Investment

Genesys PureConnect

  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Blake Dunham | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • After the initial learning curve, we have found our agents are able handle calls more quickly and efficiently. The average time to answer is down and our wait times are down during peak times due to calls being handled better.
  • The ability of our managers to monitor the agents and supervisors through the app and dashboards has allowed them to spend more time focusing on other areas of their jobs. The visibility has allowed them to be more productive in other areas.
  • The issues we have had with managers and supervisors taking calls has led to negative customer experiences and frustrated employees.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Genesys PureConnect

General

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

NICE CXone (formerly NICE inContact)

General

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

Rating Summary

Likelihood to Recommend

Genesys PureConnect
8.0
NICE CXone (formerly NICE inContact)
8.2

Likelihood to Renew

Genesys PureConnect
8.6
NICE CXone (formerly NICE inContact)
8.6

Usability

Genesys PureConnect
8.1
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

Genesys PureConnect
9.1
NICE CXone (formerly NICE inContact)
7.7

Performance

Genesys PureConnect
8.8
NICE CXone (formerly NICE inContact)
9.0

Support Rating

Genesys PureConnect
7.0
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

Genesys PureConnect
8.2
NICE CXone (formerly NICE inContact)
9.0

Online Training

Genesys PureConnect
8.3
NICE CXone (formerly NICE inContact)
9.0

Implementation Rating

Genesys PureConnect
6.1
NICE CXone (formerly NICE inContact)
8.2

Scalability

Genesys PureConnect
8.2
NICE CXone (formerly NICE inContact)
7.3

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