Top Rated
201 Ratings
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Score 8.4 out of 100
7 Ratings
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Score 8 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 Nexidia Predictive Behavioral Routing (formerly Mattersight)

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Agent dashboard
Genesys PureConnect
7.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Validate callers
Genesys PureConnect
7.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Outbound response
Genesys PureConnect
7.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call forwarding
Genesys PureConnect
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Click-to-call (CTC)
Genesys PureConnect
7.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Warm transfer
Genesys PureConnect
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Predictive dialing
Genesys PureConnect
7.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Interactive voice response
Genesys PureConnect
8.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
REST APIs
Genesys PureConnect
7.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call scripts
Genesys PureConnect
7.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call tracking
Genesys PureConnect
7.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Multichannel integration
Genesys PureConnect
7.9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
CRM software integration
Genesys PureConnect
7.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Workforce Optimization (WFO)

Genesys PureConnect
7.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Inbound call routing
Genesys PureConnect
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Omnichannel inbound routing
Genesys PureConnect
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Recording
Genesys PureConnect
8.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Quality management
Genesys PureConnect
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call analytics
Genesys PureConnect
7.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Historical reporting
Genesys PureConnect
6.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Live reporting
Genesys PureConnect
7.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Customer surveys
Genesys PureConnect
7.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Customer interaction analytics
Genesys PureConnect
7.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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 Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • 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.
Brian Gillespie | 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 Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • ISG could use more in depth reporting that is available on demand.
Josh Slater | TrustRadius Reviewer

Likelihood to Renew

Genesys PureConnect

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.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Usability

Genesys PureConnect

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.
Mike Sabat | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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

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).
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Performance

Genesys PureConnect

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.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Support Rating

Genesys PureConnect

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.
Ruud Reinold | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

In-Person Training

Genesys PureConnect

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.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Implementation Rating

Genesys PureConnect

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.
Laurent Pret | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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.
Micheal McComber | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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.
Brian Gillespie | 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 Nexidia Predictive Behavioral Routing (formerly Mattersight)

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.
Blake Dunham | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction
Kim Suarez | TrustRadius Reviewer

Screenshots

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Pricing Details

Genesys PureConnect

General

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

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

General

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

Rating Summary

Likelihood to Recommend

Genesys PureConnect
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
7.6

Likelihood to Renew

Genesys PureConnect
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Usability

Genesys PureConnect
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0

Reliability and Availability

Genesys PureConnect
9.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Performance

Genesys PureConnect
8.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Support Rating

Genesys PureConnect
6.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

In-Person Training

Genesys PureConnect
8.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Online Training

Genesys PureConnect
8.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Implementation Rating

Genesys PureConnect
6.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Scalability

Genesys PureConnect
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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