Try our new research platform with insights from 80,000+ expert users

Genesys PureConnect [EOL] vs NICE CXone comparison

Genesys and NICE are both solutions in the Workforce Engagement Management category. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.
NICE CXone
Read 15 NICE CXone reviews
  • 2,351 Views
  • 729 Comparison Views
96% willing to recommend
 

Comparison Buyer's Guide

Download the report
Executive SummaryUpdated on Aug 24, 2025

NICE CXone and Genesys PureConnect [EOL] compete in the contact center solutions market. NICE CXone is preferred for its superior functionality and user-friendly design, while Genesys PureConnect [EOL] offers a robust feature set.

Features: NICE CXone provides a cloud-native architecture, AI-driven analytics, and omnichannel capabilities, enhancing agent efficiency and customer engagement. Genesys PureConnect [EOL] is recognized for its powerful routing and wide integration support, although its end-of-life status is a concern for future-proofing.

Ease of Deployment and Customer Service: NICE CXone offers rapid deployment and scalability through its cloud-based model, coupled with 24/7 customer support ensuring seamless integration. In contrast, Genesys PureConnect [EOL] requires substantial technical expertise for its traditional on-premises deployment, which may lead to delays.

Pricing and ROI: NICE CXone uses a subscription-based pricing model that fits diverse businesses, typically resulting in a quicker ROI due to lower upfront costs and operational efficiency. Genesys PureConnect [EOL] generally demands higher initial investment for on-premises setup, impacting short-term ROI, making NICE CXone's affordable pricing and cost efficiency appealing to organizations.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed Workforce Engagement Management Report (Updated: September 2025).
Buyer's Guide
Workforce Engagement Management
September 2025
Download the complete report
Helped 868,787 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Genesys PureConnect [EOL]
Average Rating
9.0
Reviews Sentiment
8.3
Number of Reviews
1
Ranking in other categories
No ranking in other categories
NICE CXone
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
15
Ranking in other categories
Workforce Engagement Management (3rd), IVR Systems (1st), Live Chat (2nd), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (4th)
 

Featured Reviews

Mohamed-Saber - PeerSpot reviewer
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…
Read full review
Antoneil Phillips - PeerSpot reviewer
Real-time adjustments enhance call management, though pricing needs improvement
The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better. Regarding the pricing, this would be an area of opportunity as well; this feedback is based on where we're positioned in the Caribbean. Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.
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."
"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."
"The technical support for NICE CXone is outstanding."
"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 has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
More NICE CXone pros
 

Cons

"Customer support can sometimes be delayed."
"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."
"One of the biggest missing pieces is a link checker."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
"The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio."
"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."
"Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools."
More NICE CXone cons
 

Pricing and Cost Advice

Information not available
"We had a custom setup that cost us some money."
report
See which vendors are best for you
Use our free recommendation engine to learn which Workforce Engagement Management solutions are best for your needs.
See recommendations
868,787 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
16%
Comms Service Provider
7%
Government
7%
Insurance Company
7%
Financial Services Firm
14%
Computer Software Company
11%
Manufacturing Company
9%
Healthcare Company
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise5
Large Enterprise3
 

Questions from the Community

Ask a question
Earn 20 points
What needs improvement with NICE CXone?
The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by p...
See all answers
What is your primary use case for NICE CXone?
We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily...
See all answers
What advice do you have for others considering NICE CXone?
I really can't add any value about how it's influenced our customer journey just yet because we're just in the process of implementing that and have no data at this stage. Overall, NICE CXone is no...
See all answers
 

Comparisons

Genesys Cloud CX vs Genesys PureConnect [EOL] Logo
Genesys Cloud CX vs Genesys PureConnect [EOL]
Compared 43% of the time
Kamailio SIP Server vs Genesys PureConnect [EOL] Logo
Kamailio SIP Server vs Genesys PureConnect [EOL]
Compared 14% of the time
Cisco Jabber vs Genesys PureConnect [EOL] Logo
Cisco Jabber vs Genesys PureConnect [EOL]
Compared 10% of the time
Calabrio ONE vs Genesys PureConnect [EOL] Logo
Calabrio ONE vs Genesys PureConnect [EOL]
Compared 9% of the time
Five9 vs Genesys PureConnect [EOL] Logo
Five9 vs Genesys PureConnect [EOL]
Compared 9% of the time
More Genesys PureConnect [EOL] Competitors
Genesys Cloud CX vs NICE CXone Logo
Genesys Cloud CX vs NICE CXone
Compared 15% of the time
Amazon Connect vs NICE CXone Logo
Amazon Connect vs NICE CXone
Compared 12% of the time
Cisco Webex Contact Center vs NICE CXone Logo
Cisco Webex Contact Center vs NICE CXone
Compared 10% of the time
Five9 vs NICE CXone Logo
Five9 vs NICE CXone
Compared 8% of the time
Zendesk vs NICE CXone Logo
Zendesk vs NICE CXone
Compared 6% of the time
More NICE CXone Competitors
 

Product Reports

Buyer's Guide
Workforce Engagement Management
September 2025
Genesys PureConnect [EOL] reportDownload Genesys PureConnect [EOL] product report
Buyer's Guide
NICE CXone
September 2025
NICE CXone reportDownload 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, Discover, VPI Empower, Brand Embassy, goMoxie
 

Overview

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

Genesys

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?
  • Dynamic Content Structuring: Improves organization of customer data.
  • Omnichannel Integration: Provides consistent cross-platform reporting.
  • Customizable Dashboards: Allows personalized supervision views.
  • Efficient Call Management: Includes tagging and audio playback.
  • Real-Time Monitoring: Supported by tools like inView.
What benefits should users seek in reviews?
  • Scalability: Effective for organizations of all sizes.
  • Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
  • Supervision Efficiency: Enhances monitoring and task assignments.
  • Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

NICE
 

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
September 2025
Download Free Report
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: September 2025.
DOWNLOAD NOW
868,787 professionals have used our research since 2012.
See our list of best Workforce Engagement Management vendors.

We monitor all Workforce Engagement Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.