What users are saying about
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Top Rated
242 Ratings
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47 Ratings

Genesys PureConnect

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Top Rated
242 Ratings
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Score 8.3 out of 100

NICE inContact CXone

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47 Ratings
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Score 8.1 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 inContact CXone

InContact is a solid phone platform for a call center. For the basic user, it is easy to understand and use. For the more detailed user or manager, some of the reports are difficult to manipulate. Trying to find what you really need can be challenging at times. Also, the screen does freeze from time to time.
Maggie Budd | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.7
NICE inContact CXone
8.4
Agent dashboard
Genesys PureConnect
7.3
NICE inContact CXone
8.4
Validate callers
Genesys PureConnect
8.2
NICE inContact CXone
8.4
Outbound response
Genesys PureConnect
7.5
NICE inContact CXone
7.8
Call forwarding
Genesys PureConnect
8.1
NICE inContact CXone
8.8
Click-to-call (CTC)
Genesys PureConnect
7.6
NICE inContact CXone
7.3
Warm transfer
Genesys PureConnect
8.7
NICE inContact CXone
8.1
Predictive dialing
Genesys PureConnect
7.3
NICE inContact CXone
8.0
Interactive voice response
Genesys PureConnect
7.9
NICE inContact CXone
8.9
REST APIs
Genesys PureConnect
7.2
NICE inContact CXone
8.6
Call scripts
Genesys PureConnect
7.5
NICE inContact CXone
8.4
Call tracking
Genesys PureConnect
7.3
NICE inContact CXone
9.0
Multichannel integration
Genesys PureConnect
7.7
NICE inContact CXone
8.3
CRM software integration
Genesys PureConnect
7.2
NICE inContact CXone
8.7

Workforce Optimization (WFO)

Genesys PureConnect
7.4
NICE inContact CXone
8.4
Inbound call routing
Genesys PureConnect
8.0
NICE inContact CXone
8.8
Omnichannel inbound routing
Genesys PureConnect
8.0
NICE inContact CXone
8.8
Recording
Genesys PureConnect
8.1
NICE inContact CXone
8.3
Quality management
Genesys PureConnect
7.8
NICE inContact CXone
8.0
Call analytics
Genesys PureConnect
7.3
NICE inContact CXone
8.5
Historical reporting
Genesys PureConnect
6.8
NICE inContact CXone
8.3
Live reporting
Genesys PureConnect
7.1
NICE inContact CXone
7.8
Customer surveys
Genesys PureConnect
7.2
NICE inContact CXone
8.8
Customer interaction analytics
Genesys PureConnect
6.9
NICE inContact CXone
8.4

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 inContact CXone

  • The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
  • Integration with 3rd party sources real-time is quite good. API interoperability is great.
  • Integration with Salesforce is, though a bit clunky, very functional and works as intended.
Hans Hong | TrustRadius Reviewer

Cons

Genesys PureConnect

  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
Kristen Reeves | TrustRadius Reviewer

NICE inContact CXone

  • The analytics are good but the user interface can be challenging to use. If you have a team of expert analysts and need really precise analytics then it can be useful but the learning curve can be high.
  • The way to create "categories" or "topics" is more cumbersome than with other platforms.
  • They eliminated some key external data sources when the acquired Biz 360 which made them a less desirable option for our company.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Genesys PureConnect

Genesys PureConnect 9.1
Based on 19 answers
I have had hands on experience with Interactive Intelligence since 1997 when they introduced their 1.0 Release of CIC. Since that time the platform has gone through three additional software releases that included the leap from a "boarded" TDM hardware solution to a fully SIP compliant VoIP software solution that has added additional applications along the way such as fully integrated Workforce Management, Process Automation and Real-Time Speech Analytics
David Saidel | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

Usability

Genesys PureConnect

Genesys PureConnect 7.6
Based on 9 answers
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Ruud Reinold | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 8.2
Based on 18 answers
The system is extremely user-friendly. It is the closest software I have used to the "Apple" brand. What I mean by that is the setup, hookup just makes sense. When I have an agent with complications, I am able to help them troubleshoot from afar. I have never been unable to figure the issue out if any.
Brian Dampman | TrustRadius Reviewer

Reliability and Availability

Genesys PureConnect

Genesys PureConnect 9.1
Based on 4 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson | TrustRadius Reviewer

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 | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Support Rating

Genesys PureConnect

Genesys PureConnect 5.8
Based on 10 answers
Tier 1 support is typically provided by the channel partner that a customer buys the Interactive Intelligence software from, unless the software is purchased directly from Interactive Intelligence. As such, the level of support can vary from reseller to reseller. I suggest that a buyer thoroughly check with several of the reseller's existing customers to determine how they rate the support provided by that particular reseller. Buying directly from Interactive Intelligence requires that two of a customer's staff go through a series of course on how to install and
troubleshoot the software. The customer's support staff should have experience with Windows servers and some knowledge of VoIP telephony. This is not required if you buy through a reseller.
David Saidel | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 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 8.5
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 | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Online Training

Genesys PureConnect

Genesys PureConnect 8.3
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 | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Implementation Rating

Genesys PureConnect

Genesys PureConnect 6.5
Based on 9 answers
You have to be sure that you choose the right reseller & vendor who can work seemles as one team.
Ruud Reinold | TrustRadius Reviewer

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 | TrustRadius Reviewer

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 | TrustRadius Reviewer

NICE inContact CXone

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 8.3
Based on 5 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 inContact CXone

No score
No answers yet
No answers on this topic

Return on Investment

Genesys PureConnect

  • The product always improves efficiency in call centers due to the strong ACD capabilities and reporting the product offers.
  • Call center features like callbacks and surveys help ROI in a big way for call centers
  • Unified messaging with fax, VM coming all into one's inbox are huge for impact on business users.
  • Information management of contact lists, integration into outlook is great for efficiency.
  • Workforce management applications like Optimizer help organizations schedule, manage and report on teams
  • Dialer is an application used by many financial institutions for collections and other needs. A specialty product on the suite that gets lots of play.
Jason Neton | TrustRadius Reviewer

NICE inContact CXone

  • InContact has helped to expand the services which our company offers to clients in allowing us to offer greater flexibility in both type of contacts supported as well as in the hours that employees are able to be available.
  • InContact has also enhanced our company's ability to hire a larger volume of remote employees who work from the comfort of their own home offices, resulting in greater flexibility and ability to better schedule employees based on client needs/hours.
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 inContact CXone

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 inContact CXone
8.3

Likelihood to Renew

Genesys PureConnect
9.1
NICE inContact CXone
5.7

Usability

Genesys PureConnect
7.6
NICE inContact CXone
8.2

Reliability and Availability

Genesys PureConnect
9.1
NICE inContact CXone

Performance

Genesys PureConnect
8.8
NICE inContact CXone

Support Rating

Genesys PureConnect
5.8
NICE inContact CXone
7.5

In-Person Training

Genesys PureConnect
8.5
NICE inContact CXone

Online Training

Genesys PureConnect
8.3
NICE inContact CXone

Implementation Rating

Genesys PureConnect
6.5
NICE inContact CXone
7.0

Scalability

Genesys PureConnect
8.3
NICE inContact CXone

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