Genesys PureConnect
210 Ratings
NICE Nexidia Predictive Behavioral Routing
7 Ratings

Genesys PureConnect

210 Ratings
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Score 8.5 out of 100

Based on 210 reviews and ratings

NICE Nexidia Predictive Behavioral Routing

7 Ratings
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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.

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    Jim Barber | TrustRadius Reviewer
    Jim Barber
    View all 113 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 4 answers on this topic

    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.

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    Shahbaz Chughtai | TrustRadius Reviewer
    Shahbaz Chughtai
    View all 113 answers on this topic

    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.

    Read full review

    Brian Gillespie | TrustRadius Reviewer
    Brian Gillespie
    View all 4 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 113 answers on this topic

    NICE Nexidia Predictive Behavioral Routing

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

    Read full review

    Josh Slater | TrustRadius Reviewer
    Josh Slater
    View all 4 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 12 answers on this topic

    NICE 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

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    NICE 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).

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 6 answers on this topic

    NICE 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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 6 answers on this topic

    NICE 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.

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    Ruud Reinold | TrustRadius Reviewer
    Ruud Reinold
    View all 16 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 4 answers on this topic

    NICE 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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 3 answers on this topic

    NICE 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.

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    Laurent Pret | TrustRadius Reviewer
    Laurent Pret
    View all 21 answers on this topic

    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.

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    Micheal McComber | TrustRadius Reviewer
    Micheal McComber
    View all 113 answers on this topic

    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.

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    Brian Gillespie | TrustRadius Reviewer
    Brian Gillespie
    View all 4 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 3 answers on this topic

    NICE 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.

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    Blake Dunham | TrustRadius Reviewer
    Blake Dunham
    View all 113 answers on this topic

    NICE Nexidia Predictive Behavioral Routing

    • Positive ROI
    • Still assessing customer satisfaction
    • Still assessing employee satisfaction

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    Kim Suarez | TrustRadius Reviewer
    Kim Suarez
    View all 4 answers on this topic

    Screenshots

    NICE Nexidia Predictive Behavioral Routing

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