Genesys PureConnect vs NICE CXone comparison

Genesys and NICE are both solutions in the Workforce Engagement Management category. Genesys is ranked #3 with an average rating of 9.0, while NICE is ranked #4 with an average rating of 8.0. Genesys holds a 15.4% mindshare in CCO, compared to NICE’s 10.7% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

Genesys PureConnect

Read 1 Genesys PureConnect review

872 Views
766 Comparison Views

100% willing to recommend

NICE CXone

Read 12 NICE CXone reviews

671 Views
493 Comparison Views

96% willing to recommend

Genesys PureConnect

NICE CXone

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Genesys PureConnect and NICE CXone based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management.

To learn more, read our detailed Workforce Engagement Management Report (Updated: October 2024).

Buyer's Guide

Workforce Engagement Management

October 2024

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Helped 814,649 peers since 2012

Categories and Ranking

Genesys PureConnect

Ranking in Workforce Engagement Management

3rd

Average Rating

9.0

Number of Reviews

Ranking in other categories

Contact Center Infrastructure (5th), Unified Communications (7th), IP Telephony & Unified Communications (2nd)

NICE CXone

Ranking in Workforce Engagement Management

4th

Average Rating

8.2

Number of Reviews

Ranking in other categories

IVR Systems (3rd), Knowledge Management Software (7th), Contact Center as a Service (CCaaS) (7th)

Mindshare comparison

As of November 2024, in the Workforce Engagement Management category, the mindshare of Genesys PureConnect is 15.4%, down from 18.1% compared to the previous year. The mindshare of NICE CXone is 10.7%, up from 8.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management

Featured Reviews

Mohamed-Saber

Sr. Genesys System Engineer at a tech services company with 201-500 employees

Dec 22, 2022

Provides great functionality

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs. As of now, they are doing great in all areas and they…

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James Arvidson

Managing Partner at CX Partners Inc

Sep 6, 2024

A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen

One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Can integrate with a lot of gateways in voice."

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

"Being able to listen in on a call, which is exceptionally good with training."

"We are able to see the calls in queue and able to see if someone is available or not."

"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."

"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."

"Customer support is terrific. The team is personable, informed, and responsive."

"It has the ability to edit the HTML, as well as the WYSIWYG."

"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."

Cons

"Customer support can sometimes be delayed."

"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."

"One of the biggest missing pieces is a link checker."

"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."

"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."

"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."

"inContact should offer a way to send faxes."

More NICE CXone cons

Pricing and Cost Advice

Information not available

"We had a custom setup that cost us some money."

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Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

10%

Manufacturing Company

10%

Healthcare Company

Financial Services Firm

16%

Computer Software Company

12%

Healthcare Company

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Genesys PureConnect?

Can integrate with a lot of gateways in voice.

See all answers

What needs improvement with Genesys PureConnect?

As of now, they are doing great in all areas and they keep improving their services

See all answers

What is your primary use case for Genesys PureConnect?

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction.

See all answers

What needs improvement with NICE CXone?

One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about u...

See all answers

What is your primary use case for NICE CXone?

I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their...

See all answers

What advice do you have for others considering NICE CXone?

Overall, I rate the solution an eight out of ten.

See all answers

Comparisons

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Compared 71% of the time

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Compared 11% of the time

Calabrio ONE vs Genesys PureConnect

Compared 9% of the time

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Genesys Cloud CX vs NICE CXone

Compared 16% of the time

Nuance IVR vs NICE CXone

Compared 14% of the time

Five9 vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 10% of the time

Cisco Unified Contact Center Express vs NICE CXone

Compared 3% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Workforce Engagement Management

October 2024

Download Genesys PureConnect product report

Buyer's Guide

NICE CXone

October 2024

Download NICE CXone product report

Also Known As

Interactive Intelligence Customer Interaction Center, CIC

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy

Learn More

Genesys

NICE

Overview

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

Sample Customers

Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Buyer's Guide

Workforce Engagement Management

October 2024

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Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: October 2024.

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