What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
213 Ratings

Genesys PureConnect

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
213 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101
24 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101

Likelihood to Recommend

Genesys PureConnect

PureConnect is well suited in Microsoft Environments (where other systems are also Windows-based) and large organizations. It's less suited for small startups or small companies as it is way expensive.
Shahbaz Chughtai profile photo

NICE inContact CXone

Make sure to clearly understand how the sentiment works and how it is tuned.Understand how the discovery process works and how the triples are defined.Understand how to create categories that are pre-defined rather than being driven by the triples.Understand the pricing structure and how that compares to other vendors.Understand how the user interface is evolving and how it meets the needs of the people who will be using it.
No photo available

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.7
NICE inContact CXone
8.3
Agent dashboard
Genesys PureConnect
7.4
NICE inContact CXone
8.7
Validate callers
Genesys PureConnect
8.3
NICE inContact CXone
7.7
Outbound response
Genesys PureConnect
7.4
NICE inContact CXone
7.3
Call forwarding
Genesys PureConnect
8.1
NICE inContact CXone
9.0
Click-to-call (CTC)
Genesys PureConnect
7.7
NICE inContact CXone
7.0
Warm transfer
Genesys PureConnect
8.7
NICE inContact CXone
9.0
Predictive dialing
Genesys PureConnect
7.3
NICE inContact CXone
6.5
Interactive voice response
Genesys PureConnect
7.8
NICE inContact CXone
9.5
REST APIs
Genesys PureConnect
7.2
NICE inContact CXone
9.5
Call scripts
Genesys PureConnect
7.6
NICE inContact CXone
8.5
Call tracking
Genesys PureConnect
7.4
NICE inContact CXone
9.3
Multichannel integration
Genesys PureConnect
7.6
NICE inContact CXone
7.5
CRM software integration
Genesys PureConnect
7.2
NICE inContact CXone
9.0

Workforce Optimization (WFO)

Genesys PureConnect
7.5
NICE inContact CXone
7.6
Inbound call routing
Genesys PureConnect
8.0
NICE inContact CXone
9.0
Omnichannel inbound routing
Genesys PureConnect
8.0
NICE inContact CXone
8.3
Recording
Genesys PureConnect
8.1
NICE inContact CXone
6.4
Quality management
Genesys PureConnect
7.8
NICE inContact CXone
6.0
Call analytics
Genesys PureConnect
7.3
NICE inContact CXone
7.7
Historical reporting
Genesys PureConnect
6.9
NICE inContact CXone
7.7
Live reporting
Genesys PureConnect
7.1
NICE inContact CXone
7.0
Customer surveys
Genesys PureConnect
7.1
NICE inContact CXone
9.0
Customer interaction analytics
Genesys PureConnect
6.8
NICE inContact CXone
7.5

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 profile photo

NICE inContact CXone

  • Allows easy transfers of calls between departments.
  • Includes disposition options so we may have an idea as to why our customers are contacting us
Josh kimball profile photo

Cons

Genesys PureConnect

  • Cost is a hindrance for utilizing Genesys products and services, especially for smaller sites and smaller teams.
  • The tools is sofisticated and advanced, and that's great, but it would be good to have a "Basic" license with a lower cost that could be used for smaller teams with limited requirements.
  • Each individual implementation can be cumbersome and requires substantial investment and dedicated resources.
Jakob Ingvaldsen profile photo

NICE inContact CXone

  • Manual categorization is needed to deliver the best analysis. This takes a lot of time.
  • The Attensity tool is not user friendly. It takes time to learn how to create and manipulate queries.
  • The Attensity products are expensive.
Pamela Fox profile photo

Likelihood to Renew

Genesys PureConnect

Genesys PureConnect 9.2
Based on 19 answers
The ability to customize the system and the support offered.
Andrew Wooster profile photo

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract
No photo available

Usability

Genesys PureConnect

Genesys PureConnect 7.9
Based on 9 answers
Being able to customize the system to meet our business needs can be done in a number of ways with all the same result, giving us plenty of flexibility.
Andrew Wooster profile photo

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Reliability and Availability

Genesys PureConnect

Genesys PureConnect 9.1
Based on 4 answers
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Ruud Reinold profile photo

NICE inContact CXone

No score
No answers yet
No answers on this topic

Performance

Genesys PureConnect

Genesys PureConnect 8.8
Based on 5 answers
This is highly dependent on the solution in place, data links between sites and specifications of the underlying databases.

Under specified means poor performance. Correctly or over specified gives a satisfactory performance.
Ruud Reinold profile photo

NICE inContact CXone

No score
No answers yet
No answers on this topic

Support

Genesys PureConnect

Genesys PureConnect 6.2
Based on 10 answers
They have been good at times and bad at times. Over the 5 years, I would say support has been a bit of a roller coaster
Andy Breitsprecher profile photo

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

In-Person Training

Genesys PureConnect

Genesys PureConnect 8.6
Based on 5 answers
I’ve received on several occasions training from Genesys (and previously Interactive Intelligence). These are high value training courses but their quality is excellent and goes usually beyond the actual training creating long lasting connections between the attendees.
Ruud Reinold profile photo

NICE inContact CXone

No score
No answers yet
No answers on this topic

Online Training

Genesys PureConnect

Genesys PureConnect 8.2
Based on 4 answers
I’ve done a view online courses and the lecturers are very helpful and explain things in different ways if the first example isn’t clear enough. What is helpful to understand things better.
Ruud Reinold profile photo

NICE inContact CXone

No score
No answers yet
No answers on this topic

Implementation

Genesys PureConnect

Genesys PureConnect 6.9
Based on 9 answers
Having a project manager to ensure everything goes smoothly and in a timely manner is extremely important.
Andrew Wooster profile photo

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce profile photo

Alternatives Considered

Genesys PureConnect

In our perspective these players were no where in the same league as Genesys and yes I recognize that Genesys eventually bought Echopass. The only thing better was that we could get line by line interaction data on any inbound or outbound answered or abandoned interaction.
Christopher Kaldenberg profile photo

NICE inContact CXone

inContact blows ININ away (now bought by Genesys systems). ININ requires a lot of money to upgrade, wouldn't do any customization for free, and would not be able to integrate as nice with Salesforce.
Hans Hong profile photo

Scalability

Genesys PureConnect

Genesys PureConnect 8.3
Based on 5 answers
We continue to successfully scale up to meet new needs that arise, past successes of doing the same and the general success of leveraging technology to work smarter and not harder.
Derek Gibson profile photo

NICE inContact CXone

No score
No answers yet
No answers on this topic

Return on Investment

Genesys PureConnect

  • Huge cost savings in not having to hire or outsource staff to answer phones 24x7.
  • Our larger call centers use Interaction Optimizer, a workforce management tool that has allowed them to juggle some staff schedules and avoid hiring additional staff by identifying proper staffing levels and times of peak volume.
  • We have a few large customer contracts that require us to meet SLAs. PureConnect allows us to monitor those service levels in real time and avoid missing SLAs which can be costly in the contracts.
Andy Breitsprecher profile photo

NICE inContact CXone

  • I recall the feedback helping us identify the real magnitude of an issue that we know was present, but we weren't asking about on our survey. Because no one asked the customers about this issue no one knew how big of a problem is was until we were able to show the volume of feedback on a specific issue.
Alan Bainbridge profile photo

Screenshots

NICE inContact CXone

Pricing Details

Genesys PureConnect

General

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

NICE inContact CXone

General

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

Add comparison