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Genesys PureConnect (discontinued) vs. NiCE CXone Mpower

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Genesys PureConnect (discontinued)

    Score6.8 out of 10
    N/AGenesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.N/A

    NiCE CXone Mpower

    Score8.9 out of 10
    N/ANICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

    $71

    per month per user

    Pricing
    Genesys PureConnect (discontinued)NiCE CXone Mpower
    Editions & Modules
    No answers on this topic
    CXone Mpower Digital Agent
    $71
    per month per user
    CXone Mpower Voice Agent
    $94
    per month per user
    CXone Mpower Omnichannel Agent
    $110
    per month per user
    CXone Mpower Essential Suite
    $135
    per month per user
    Cxone Mpower Core Suite
    $169
    per month per user
    CXone Mpower Complete Suite
    $209
    per month per user
    CXone Mpower Ultimate Suite
    $249
    per month per user
    Offerings
    Pricing Offerings
    Genesys PureConnect (discontinued)NiCE CXone Mpower
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Genesys PureConnect (discontinued)NiCE CXone Mpower
    Considered Both Products
    Discontinued Products
    Chose Genesys PureConnect (discontinued)
    PureConnect was selected 20 years ago, and it does show its age a little -- but like a high-quality machine tool, it continues to deliver value far longer than anyone expected.
    Incentivized
    NICE Systems
    Chose NiCE CXone Mpower
    While custom reports update a much faster rate than inContact, the scope of pre-built reports is much larger in PureConnect and it is much easier to schedule reports and deliver them via email attachment. PureConnect has issues with scheduled reports, sometimes they run later …
    Incentivized
    Chose NiCE CXone Mpower
    Interactive Intelligence
    Cisco Express and Enterprise.
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Genesys PureConnect (discontinued)NiCE CXone Mpower
    Contact Center Software
    Comparison of Contact Center Software features of Genesys PureConnect (discontinued) and NiCE CXone Mpower
    Feature
    Genesys PureConnect (discontinued)
    7.9
    64 Ratings
    NiCE CXone Mpower
    9.4
    582 Ratings
    Agent dashboard6.755 Ratings9.2560 Ratings
    Validate callers7.548 Ratings9.6472 Ratings
    Outbound response8.541 Ratings9.5491 Ratings
    Call forwarding7.756 Ratings9.3444 Ratings
    Click-to-call (CTC)8.043 Ratings9.3404 Ratings
    Warm transfer8.357 Ratings9.8532 Ratings
    Predictive dialing8.036 Ratings9.5318 Ratings
    Interactive voice response8.045 Ratings9.5377 Ratings
    REST APIs7.037 Ratings9.3302 Ratings
    Call scripts8.539 Ratings9.2323 Ratings
    Call tracking7.755 Ratings9.5511 Ratings
    Multichannel integration9.044 Ratings9.2365 Ratings
    CRM software integration8.038 Ratings9.0366 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Genesys PureConnect (discontinued) and NiCE CXone Mpower
    Feature
    Genesys PureConnect (discontinued)
    5.5
    54 Ratings
    NiCE CXone Mpower
    9.4
    557 Ratings
    Inbound call routing6.551 Ratings9.5512 Ratings
    Omnichannel inbound routing6.539 Ratings9.1374 Ratings
    Recording4.552 Ratings9.6496 Ratings
    Quality management4.546 Ratings9.0481 Ratings
    Call analytics3.043 Ratings9.3487 Ratings
    Historical reporting5.052 Ratings9.4480 Ratings
    Live reporting6.548 Ratings9.4466 Ratings
    Customer surveys8.035 Ratings9.5300 Ratings
    Customer interaction analytics5.030 Ratings9.6320 Ratings
    User Ratings
    Genesys PureConnect (discontinued)NiCE CXone Mpower
    Likelihood to Recommend
    5.3
    (116 ratings)
    9.7
    (614 ratings)
    Likelihood to Renew
    8.6
    (12 ratings)
    10.0
    (28 ratings)
    Usability
    7.3
    (12 ratings)
    9.3
    (588 ratings)
    Availability
    9.1
    (3 ratings)
    8.5
    (10 ratings)
    Performance
    8.8
    (3 ratings)
    7.9
    (10 ratings)
    Support Rating
    4.0
    (12 ratings)
    9.1
    (7 ratings)
    In-Person Training
    8.2
    (4 ratings)
    8.7
    (6 ratings)
    Online Training
    8.3
    (3 ratings)
    8.4
    (8 ratings)
    Implementation Rating
    6.1
    (7 ratings)
    8.1
    (12 ratings)
    Configurability
    9.0
    (2 ratings)
    8.5
    (7 ratings)
    Ease of integration
    8.1
    (2 ratings)
    7.3
    (7 ratings)
    Product Scalability
    8.2
    (3 ratings)
    7.6
    (10 ratings)
    Vendor post-sale
    8.8
    (3 ratings)
    7.9
    (9 ratings)
    Vendor pre-sale
    8.8
    (3 ratings)
    7.9
    (9 ratings)