What users are saying about
210 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 210 reviews and ratings
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 7 reviews and ratings
Feature Set Ratings
Contact Center Software

7.2
Genesys PureConnect
72%
NICE Nexidia Predictive Behavioral Routing
Feature Set Not Supported
N/A
Genesys PureConnect ranks higher in 13/13 features
Genesys PureConnect ranks higher in 13/13 features
Agent dashboard

6.2
62%
52 Ratings
N/A
0 Ratings
Validate callers

7.3
73%
46 Ratings
N/A
0 Ratings
Outbound response

6.8
68%
39 Ratings
N/A
0 Ratings
Call forwarding

7.9
79%
53 Ratings
N/A
0 Ratings
Click-to-call (CTC)

5.9
59%
42 Ratings
N/A
0 Ratings
Warm transfer

8.4
84%
54 Ratings
N/A
0 Ratings
Predictive dialing

7.0
70%
35 Ratings
N/A
0 Ratings
Interactive voice response

7.2
72%
42 Ratings
N/A
0 Ratings
REST APIs

8.0
80%
35 Ratings
N/A
0 Ratings
Call scripts

7.1
71%
37 Ratings
N/A
0 Ratings
Call tracking

7.8
78%
52 Ratings
N/A
0 Ratings
Multichannel integration

7.1
71%
42 Ratings
N/A
0 Ratings
CRM software integration

7.4
74%
36 Ratings
N/A
0 Ratings
Workforce Optimization (WFO)

7.5
Genesys PureConnect
75%
NICE Nexidia Predictive Behavioral Routing
Feature Set Not Supported
N/A
Genesys PureConnect ranks higher in 9/9 features
Genesys PureConnect ranks higher in 9/9 features
Inbound call routing

8.2
82%
49 Ratings
N/A
0 Ratings
Omnichannel inbound routing

8.0
80%
37 Ratings
N/A
0 Ratings
Recording

8.5
85%
50 Ratings
N/A
0 Ratings
Quality management

7.3
73%
44 Ratings
N/A
0 Ratings
Call analytics

7.6
76%
41 Ratings
N/A
0 Ratings
Historical reporting

7.2
72%
50 Ratings
N/A
0 Ratings
Live reporting

8.2
82%
46 Ratings
N/A
0 Ratings
Customer surveys

6.6
66%
34 Ratings
N/A
0 Ratings
Customer interaction analytics

6.2
62%
29 Ratings
N/A
0 Ratings
Attribute Ratings
- Genesys PureConnect is rated higher in 1 area: Usability
- Genesys PureConnect and NICE Nexidia Predictive Behavioral Routing are tied in 1 area: Likelihood to Recommend
Likelihood to Recommend

7.6
Genesys PureConnect
76%
113 Ratings
7.6
NICE Nexidia Predictive Behavioral Routing
76%
4 Ratings
Likelihood to Renew

8.6
Genesys PureConnect
86%
12 Ratings
NICE Nexidia Predictive Behavioral Routing
N/A
0 Ratings
Usability

8.8
Genesys PureConnect
88%
9 Ratings
8.0
NICE Nexidia Predictive Behavioral Routing
80%
1 Rating
Availability

9.1
Genesys PureConnect
91%
6 Ratings
NICE Nexidia Predictive Behavioral Routing
N/A
0 Ratings
Performance

8.8
Genesys PureConnect
88%
6 Ratings
NICE Nexidia Predictive Behavioral Routing
N/A
0 Ratings
Support Rating

7.9
Genesys PureConnect
79%
16 Ratings
NICE Nexidia Predictive Behavioral Routing
N/A
0 Ratings
In-Person Training

8.2
Genesys PureConnect
82%
4 Ratings
NICE Nexidia Predictive Behavioral Routing
N/A
0 Ratings
Online Training

8.3
Genesys PureConnect
83%
3 Ratings
NICE Nexidia Predictive Behavioral Routing
N/A
0 Ratings
Implementation Rating

6.1
Genesys PureConnect
61%
21 Ratings
NICE Nexidia Predictive Behavioral Routing
N/A
0 Ratings
Product Scalability

8.2
Genesys PureConnect
82%
3 Ratings
NICE Nexidia Predictive Behavioral Routing
N/A
0 Ratings
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.
Telecom / Network Systems Manager
Certified Languages InternationalTranslation and Localization, 51-200 employees
NICE Nexidia Predictive Behavioral Routing
Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.

Verified User
Executive in Customer Service
Financial Services Company, 1001-5000 employeesPros
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.
IT Manager
Gulf Contact CentersOutsourcing/Offshoring, 51-200 employees
NICE Nexidia Predictive Behavioral Routing
- Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
- Contains governors to minimize the impact on agents and customers during busy periods.
- Ease of integration into our existing infrastructure.
- Sales/support teams from Mattersight are fantastic.
Vice President, Forecasting & Financial Excellence
ComcastMedia Production, 10,001+ employees
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.

Verified User
Manager in Information Technology
Financial Services Company, 51-200 employeesNICE Nexidia Predictive Behavioral Routing
- ISG could use more in depth reporting that is available on demand.
VP of Sales
Infinity Sales GroupTelecommunications, 201-500 employees
Pricing Details
Genesys PureConnect
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—NICE Nexidia Predictive Behavioral Routing
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
—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.

Verified User
Technician in Information Technology
Financial Services Company, 1001-5000 employeesNICE Nexidia Predictive Behavioral Routing
No score
No answers yet
No answers on this topic
Usability
Genesys PureConnect
Genesys PureConnect 8.8
Based on 9 answers
Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources

Verified User
Administrator in Information Technology
Retail Company, 10,001+ employeesNICE Nexidia Predictive Behavioral Routing
NICE Nexidia Predictive Behavioral Routing 8.0
Based on 1 answer
No answer on this topic is available.
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).

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesNICE Nexidia Predictive Behavioral Routing
No score
No answers yet
No answers on this topic
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.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesNICE Nexidia Predictive Behavioral Routing
No score
No answers yet
No answers on this topic
Support Rating
Genesys PureConnect
Genesys PureConnect 7.9
Based on 16 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.
Telecom Services Manager
Capquest Group LtdFinancial Services, 201-500 employees
NICE Nexidia Predictive Behavioral Routing
No score
No answers yet
No answers on this topic
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.

Verified User
Technician in Information Technology
Financial Services Company, 1001-5000 employeesNICE Nexidia Predictive Behavioral Routing
No score
No answers yet
No answers on this topic
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.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesNICE Nexidia Predictive Behavioral Routing
No score
No answers yet
No answers on this topic
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.
Solutions Architect
Arval United KingdomBanking, 5001-10,000 employees
NICE Nexidia Predictive Behavioral Routing
No score
No answers yet
No answers on this topic
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.
Network Engineer VOIP Level 3
Sutter HealthHospital & Health Care, 10,001+ employees
NICE Nexidia Predictive Behavioral Routing
The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.
Vice President, Forecasting & Financial Excellence
ComcastMedia Production, 10,001+ employees
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.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesNICE Nexidia Predictive Behavioral Routing
No score
No answers yet
No answers on this topic
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.
Senior Telecommunications Engineer
Ultimate Medical AcademyEducation Management, 1001-5000 employees
NICE Nexidia Predictive Behavioral Routing
- Positive ROI
- Still assessing customer satisfaction
- Still assessing employee satisfaction
VP, Medical Operations and Customer Experience
Priority HealthHealth, Wellness and Fitness, 501-1000 employees