Genesys PureConnect vs NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) | TrustRadius

What users are saying about

Score 8.4 out of 10

Based on 201 reviews and ratings

Score 8 out of 10

Based on 7 reviews and ratings

Feature Rating Comparison

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Shahbaz Chughtai

IT Manager

Gulf Contact CentersOutsourcing/Offshoring, 51-200 employees

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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.

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Brian Gillespie

Vice President, Forecasting & Financial Excellence

ComcastMedia Production, 10,001+ employees

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Cons

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.

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Verified User

Manager in Information Technology

Financial Services Company, 51-200 employees

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ISG could use more in depth reporting that is available on demand.

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VP of Sales

Infinity Sales GroupTelecommunications, 201-500 employees

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Likelihood to Renew

Genesys PureConnect 8.5

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.

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Verified User

Technician in Information Technology

Financial Services Company, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Usability

Genesys PureConnect 8.0

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.

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Network System Administrator

QuadPrinting, 10,001+ employees

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NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) 8.0

Based on 1 answer

No answer on this topic is available.

Reliability and Availability

Genesys PureConnect 9.1

Based on 3 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).

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Verified User

Technician in Information Technology

Telecommunications Company, 5001-10,000 employees

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No score

No answers yet

No answers on this topic

Performance

Genesys PureConnect 8.8

Based on 3 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.

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Verified User

Technician in Information Technology

Telecommunications Company, 5001-10,000 employees

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No score

No answers yet

No answers on this topic

Support Rating

Genesys PureConnect 6.6

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.

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Telecom Services Manager

Capquest Group LtdFinancial Services, 201-500 employees

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No score

No answers yet

No answers on this topic

In-Person Training

Genesys PureConnect 8.3

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.

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Verified User

Technician in Information Technology

Financial Services Company, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Online Training

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.

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Verified User

Technician in Information Technology

Telecommunications Company, 5001-10,000 employees

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No score

No answers yet

No answers on this topic

Implementation Rating

Genesys PureConnect 6.1

Based on 14 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.

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Solutions Architect

Arval United KingdomBanking, 5001-10,000 employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Micheal McComber

Network Engineer VOIP Level 3

Sutter HealthHospital & Health Care, 10,001+ employees

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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.

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Brian Gillespie

Vice President, Forecasting & Financial Excellence

ComcastMedia Production, 10,001+ employees

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Scalability

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.

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Verified User

Technician in Information Technology

Telecommunications Company, 5001-10,000 employees

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No score

No answers yet

No answers on this topic

Return on Investment

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.

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Senior Telecommunications Engineer

Ultimate Medical AcademyEducation Management, 1001-5000 employees

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Positive ROI
Still assessing customer satisfaction
Still assessing employee satisfaction

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VP, Medical Operations and Customer Experience

Priority HealthHealth, Wellness and Fitness, 501-1000 employees

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Screenshots

See All (6) Genesys PureConnect Screenshots

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Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Rating Summary

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Genesys PureConnect

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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