What users are saying about
17 Ratings
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Score 7.5 out of 101
51 Ratings
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Score 7.2 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

NICE Nexidia Analytics

Mattersight is overall a fantastic compilation of useful tools. It is extremely easy to use when coaching individual performance and provides a great behavioral model which is useful to help agents understand the needs of customers, and managers to understand the needs of agents. It falls short when identifying big picture goals for the entire organization. While the information provided is useful, the coorelation between the metrics provided and overall organizational direction is often missed entirely.
Jordan Lenaburg profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
NICE Nexidia Analytics
Agent dashboard
8x8 Contact Center
7.5
NICE Nexidia Analytics
Validate callers
8x8 Contact Center
7.6
NICE Nexidia Analytics
Outbound response
8x8 Contact Center
7.7
NICE Nexidia Analytics
Call forwarding
8x8 Contact Center
7.6
NICE Nexidia Analytics
Click-to-call (CTC)
8x8 Contact Center
7.7
NICE Nexidia Analytics
Warm transfer
8x8 Contact Center
7.6
NICE Nexidia Analytics
Predictive dialing
8x8 Contact Center
7.0
NICE Nexidia Analytics
Interactive voice response
8x8 Contact Center
7.1
NICE Nexidia Analytics
REST APIs
8x8 Contact Center
8.2
NICE Nexidia Analytics
Call scripts
8x8 Contact Center
7.2
NICE Nexidia Analytics
Call tracking
8x8 Contact Center
8.5
NICE Nexidia Analytics
Multichannel integration
8x8 Contact Center
9.1
NICE Nexidia Analytics
CRM software integration
8x8 Contact Center
8.5
NICE Nexidia Analytics

Workforce Optimization (WFO)

8x8 Contact Center
7.9
NICE Nexidia Analytics
Inbound call routing
8x8 Contact Center
8.6
NICE Nexidia Analytics
Omnichannel inbound routing
8x8 Contact Center
7.7
NICE Nexidia Analytics
Recording
8x8 Contact Center
8.2
NICE Nexidia Analytics
Quality management
8x8 Contact Center
8.5
NICE Nexidia Analytics
Call analytics
8x8 Contact Center
7.8
NICE Nexidia Analytics
Historical reporting
8x8 Contact Center
7.8
NICE Nexidia Analytics
Live reporting
8x8 Contact Center
9.0
NICE Nexidia Analytics
Customer surveys
8x8 Contact Center
5.5
NICE Nexidia Analytics

Pros

8x8 Contact Center

  • 8X8 is reliable.
  • 8X8 analytics and reporting are very good.
MIKE BARBARO profile photo

NICE Nexidia Analytics

  • The Communications behavioral model typology is an excellent model to help employees understand and improve how they communicate to others including customers, colleagues and in their personal affairs.
  • The tools in the portal have improved the efficiency of how we do performance management.
  • Mattersight's training materials and training support are excellent. Probably the best I have ever seen from a vendor.
  • Quality people on their end working with us during implementation and post implementation support.
  • The linguistics technology and the use of call recording has provided us much greater options than our previous call recording technology.
No photo available

Cons

8x8 Contact Center

  • IVR Script Editing Across multiple Tenants
No photo available

NICE Nexidia Analytics

  • Transactional system reporting. Limited/no ability for us to design our own reports, we must work through Mattersight's resources for the creation of new reports.
  • Portal can be a bit clumsy with minor glitches. Seems like the technology is a little older for portal technology.
  • Ability to modify and make changes in the portal. Most modifications need to wait until a portal upgrade which is done 3-4 times a year. Do to a regularly changing business environment we would like to see greater flexibility. Any modifications whether configuration to fields or customization has to be done by them.
  • Administration tab in portal is decent but anytime we have major changes in employee management hierarchies it is very manually intensive to make changes. Fine for one off changes but if you have a higher level management change, profile information for each employee under that manager has to be changed as well.
No photo available

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

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 profile photo

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

NICE Nexidia Analytics

NICE Nexidia Analytics 8.2
Based on 2 answers
It is easy to use and navigate. When I need additional help the User guide is fabulous.
Cassandra Fulcher profile photo

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 1 answer
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 profile photo

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 7.3
Based on 1 answer
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 profile photo

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
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 profile photo

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 profile photo

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 profile photo

Implementation

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
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 profile photo

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

NICE Nexidia Analytics

I have not used any other system in the years I have been in the workforce. Therefore I am not able to provide any comparison.
No photo available

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 profile photo

Return on Investment

8x8 Contact Center

  • Reduction of assets on our data center to operate the phone system.
  • Does not require certified training to manage.
Danny Fuentes profile photo

NICE Nexidia Analytics

  • Increased accountability for our employees.
  • Accessibility to review calls at any level in the organization, provided the employee has been provided access.
  • My peers seem to be a little overwhelmed at times with all the information that is presented during monthly meetings - not sure on how to interpret the data and how to use the data to coach agents. This isn't a direct fault of Mattersight, but it may be helpful to have more pronounced feedback about the results of agent performance when meeting with the supervisors.
No photo available

Pricing Details

8x8 Contact Center

General

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

NICE Nexidia Analytics

General

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

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