What users are saying about
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Top Rated
177 Ratings

8x8 Contact Center

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Top Rated
177 Ratings
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Score 7.7 out of 100
57 Ratings
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Score 9.1 out of 100

Feature Set Ratings

    Contact Center Software

    7.4

    8x8 Contact Center

    74%

    NICE Nexidia Analytics

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.0
    80%
    69 Ratings
    N/A
    0 Ratings

    Validate callers

    7.0
    70%
    62 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    59 Ratings
    N/A
    0 Ratings

    Call forwarding

    7.8
    78%
    77 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    6.6
    66%
    41 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.3
    83%
    71 Ratings
    N/A
    0 Ratings

    Predictive dialing

    6.6
    66%
    28 Ratings
    N/A
    0 Ratings

    Interactive voice response

    7.6
    76%
    41 Ratings
    N/A
    0 Ratings

    REST APIs

    7.2
    72%
    25 Ratings
    N/A
    0 Ratings

    Call scripts

    7.6
    76%
    40 Ratings
    N/A
    0 Ratings

    Call tracking

    6.9
    69%
    67 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.4
    84%
    37 Ratings
    N/A
    0 Ratings

    CRM software integration

    6.2
    62%
    36 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.2

    8x8 Contact Center

    82%

    NICE Nexidia Analytics

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 8/8 features

    Inbound call routing

    8.6
    86%
    64 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.1
    91%
    32 Ratings
    N/A
    0 Ratings

    Recording

    8.1
    81%
    62 Ratings
    N/A
    0 Ratings

    Quality management

    7.3
    73%
    60 Ratings
    N/A
    0 Ratings

    Call analytics

    7.8
    78%
    63 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    57 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Customer surveys

    7.6
    76%
    27 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • NICE Nexidia Analytics is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
    • 8x8 Contact Center and NICE Nexidia Analytics are tied in 2 areas: Likelihood to Renew, Implementation Rating

    Likelihood to Recommend

    7.9

    8x8 Contact Center

    79%
    84 Ratings
    9.0

    NICE Nexidia Analytics

    90%
    39 Ratings

    Likelihood to Renew

    9.1

    8x8 Contact Center

    91%
    1 Rating
    9.1

    NICE Nexidia Analytics

    91%
    3 Ratings

    Usability

    8.1

    8x8 Contact Center

    81%
    16 Ratings
    8.2

    NICE Nexidia Analytics

    82%
    2 Ratings

    Availability

    8x8 Contact Center

    N/A
    0 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    2 Ratings

    Performance

    8x8 Contact Center

    N/A
    0 Ratings
    7.3

    NICE Nexidia Analytics

    73%
    2 Ratings

    Support Rating

    6.4

    8x8 Contact Center

    64%
    73 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    2 Ratings

    In-Person Training

    8x8 Contact Center

    N/A
    0 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    1 Rating

    Online Training

    8x8 Contact Center

    N/A
    0 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    1 Rating

    Implementation Rating

    9.1

    8x8 Contact Center

    91%
    1 Rating
    9.1

    NICE Nexidia Analytics

    91%
    2 Ratings

    Contract Terms and Pricing Model

    7.3

    8x8 Contact Center

    73%
    1 Rating

    NICE Nexidia Analytics

    N/A
    0 Ratings

    Product Scalability

    8x8 Contact Center

    N/A
    0 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    1 Rating

    Likelihood to Recommend

    8x8 Contact Center

    8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
    Amye Roberson | TrustRadius Reviewer

    NICE Nexidia Analytics

    IF it is cruicial in your organization to have the internal conversations recorded, this is NOT the product for you. If you do not need that, the savings in time by the software analyzing calls in a way where you can search for specific incidents is fantastic. The training on personality types and how to work with each one is also a great tool for any organization. I can say if it weren't for the rep to rep recording piece, I would give this product a 9.
    Anonymous | TrustRadius Reviewer

    Pros

    8x8 Contact Center

    • Tracks all inbound and outbound calls from our organization.
    • Gives us the ability to record and review calls.
    • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
    Gary Savage | TrustRadius Reviewer

    NICE Nexidia Analytics

    • I love how the systems analyzes the callers so QA's are able to help guide the agent on how to better handle that style on the next call.
    • I love how the system runs reports for us. We no longer have to manually enter and produce reports, which is a "bear" of a project.
    • Behavioral Analytics helps me keep track of not only my team's progress, but the progress of team leads and supervisors doing coaching and QA monitors.
    Cassandra Fulcher | TrustRadius Reviewer

    Cons

    8x8 Contact Center

    • Post-sale support through the online ticket system is painfully slow.
    • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
    • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
    Anonymous | TrustRadius Reviewer

    NICE Nexidia Analytics

    • Maintainence of the portal. Mattersight will sometimes perform scheduled maintainence on the portal which disrupts the completion of goals.
    • Usable reporting. Mattersight could do better with creating usable reports of individual performance.
    • Interaction with phone system. Changes to the IVR will often cause calls to be lost and thus have gaps in reporting.
    Jordan Lenaburg | TrustRadius Reviewer

    Pricing Details

    8x8 Contact Center

    General

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

    Starting Price

    NICE Nexidia Analytics

    General

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

    Starting Price

    Likelihood to Renew

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 1 answer
    No answer on this topic is available.

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 3 answers
    Mattersight Behavioral Analytics has always shown great support to our organization. They are always willing to help and find new ways to improve our customer experience. The team we have with Mattersight has become part of our everyday work lives in which we value their business
    WaDee'ah Crowder | TrustRadius Reviewer

    Usability

    8x8 Contact Center

    8x8 Contact Center 8.1
    Based on 16 answers
    The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
    Kelly Disera | TrustRadius Reviewer

    NICE Nexidia Analytics

    NICE Nexidia Analytics 8.2
    Based on 2 answers
    Overall, navigating in the system is easy
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    8x8 Contact Center

    No score
    No answers yet
    No answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 2 answers
    We have not had any issues with BA's availability. It is always up and running. The only issues we run into is staff not logging in everyday because they already have so many systems up as it is. Other than users, BA is great and is always there.
    Cassandra Fulcher | TrustRadius Reviewer

    Performance

    8x8 Contact Center

    No score
    No answers yet
    No answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 7.3
    Based on 2 answers
    The pages load very quickly. The reports are nice. I wish I could understand a little more about what is on the reports and what all the sections mean, but once you remove the information that is not needed the reports are easy to filter through and read. I do wish that we would get Outlook notification for comments and monitors.
    Cassandra Fulcher | TrustRadius Reviewer

    Support Rating

    8x8 Contact Center

    8x8 Contact Center 6.4
    Based on 73 answers
    The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
    Chris Nguyen | TrustRadius Reviewer

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 2 answers
    Mattersight gives great support. Every time I reach out to them I get a response within the hour, even if it is just to tell me that they will check into the issue. The staff always stays in contact and even after changes have been made or answers given they follow back up with you and make sure everything is going smoothly. The Mattersight team never makes you feel like you are burden and it feels that with every contact they grow a little more as well.
    Cassandra Fulcher | TrustRadius Reviewer

    In-Person Training

    8x8 Contact Center

    No score
    No answers yet
    No answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 1 answer
    This was a great class. We learned so much about the program and our team through the on-site training provided by Mattersight. The trainers were very professional and playful at the same time. They really brought the training to life. The trainers were great at answering all questions and making sure we could train our staff in the same professional, yet fun, manner.
    Cassandra Fulcher | TrustRadius Reviewer

    Online Training

    8x8 Contact Center

    No score
    No answers yet
    No answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 1 answer
    I love the roundtable meetings. This is a great way to come together with other companies that are also using the product. It is great to hear about how others train and hear some of their struggles and success stories, so we are able to make the best BA training out there.
    Cassandra Fulcher | TrustRadius Reviewer

    Implementation Rating

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 1 answer
    It was extremely easy
    Amye Roberson | TrustRadius Reviewer

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 2 answers
    It was really nice to start slowly and train leadership and then slowly start implanting of BA to the staff. This helped with coaching and helped with new staff as they hit the floor. We found that this helped the staff relate and share stories to help with team dynamic. Great system.
    Cassandra Fulcher | TrustRadius Reviewer

    Alternatives Considered

    8x8 Contact Center

    Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
    Chris Bugg | TrustRadius Reviewer

    NICE Nexidia Analytics

    The version of Calabrio that we were using strictly recorded calls - It did not offer nearly as many options as what is available in Mattersight. Mattersight allowed us to implement a consistent approach to customer interactions. In addition, searching for calls, and specific points within the calls, is much more efficient with Mattersight.
    Anonymous | TrustRadius Reviewer

    Contract Terms and Pricing Model

    8x8 Contact Center

    8x8 Contact Center 7.3
    Based on 1 answer
    It is pretty much "Par for the course" with the options out there with other vendors.
    Keith Simpson | TrustRadius Reviewer

    NICE Nexidia Analytics

    No score
    No answers yet
    No answers on this topic

    Scalability

    8x8 Contact Center

    No score
    No answers yet
    No answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 1 answer
    This is such a great product.
    Cassandra Fulcher | TrustRadius Reviewer

    Return on Investment

    8x8 Contact Center

    • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
    • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
    Michael Furman | TrustRadius Reviewer

    NICE Nexidia Analytics

    • We believe we improved our customer service with our employees working with our customers and adapting to their styles.
    • We improved our manager's efficiency selecting calls to monitor and conducting impactful coaching sessions.
    • We had challenges determining a true ROI as we found it difficult/impossible to fully isolate Mattersight's impact to our bottom line. It was hard to attribute our lead conversion applications and revenue directly to Mattersight with several other external factors in play.
    Anonymous | TrustRadius Reviewer

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