8x8 Contact Center vs NICE Nexidia Analytics

• 8X8 is reliable.
• 8X8 analytics and reporting are very good.

Read full review

• 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.

Read full review

• IVR Script Editing Across multiple Tenants

Read full review

• 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.

Read full review

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

Read full review

• 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.

Read full review