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119 Ratings

8x8 Contact Center

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119 Ratings
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Score 7.8 out of 100
7 Ratings
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Score 8 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Agent dashboard
8x8 Contact Center
7.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Validate callers
8x8 Contact Center
8.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Outbound response
8x8 Contact Center
7.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call forwarding
8x8 Contact Center
8.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Click-to-call (CTC)
8x8 Contact Center
7.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Warm transfer
8x8 Contact Center
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Predictive dialing
8x8 Contact Center
7.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Interactive voice response
8x8 Contact Center
8.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
REST APIs
8x8 Contact Center
5.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call scripts
8x8 Contact Center
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call tracking
8x8 Contact Center
7.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Multichannel integration
8x8 Contact Center
6.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
CRM software integration
8x8 Contact Center
6.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Workforce Optimization (WFO)

8x8 Contact Center
8.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Inbound call routing
8x8 Contact Center
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Omnichannel inbound routing
8x8 Contact Center
7.9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Recording
8x8 Contact Center
8.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Quality management
8x8 Contact Center
7.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call analytics
8x8 Contact Center
8.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Historical reporting
8x8 Contact Center
7.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Live reporting
8x8 Contact Center
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Customer surveys
8x8 Contact Center
7.9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
  • Contains governors to minimize the impact on agents and customers during busy periods.
  • Ease of integration into our existing infrastructure.
  • Sales/support teams from Mattersight are fantastic.
Brian Gillespie | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • ISG could use more in depth reporting that is available on demand.
Josh Slater | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Chris Bugg | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) 8.0
Based on 1 answer
No answer on this topic is available.

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 50 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Jeffrey Bryan | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.
Brian Gillespie | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
  • A negative impact is how short the phone warranty is.
  • A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.
Christina K | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction
Kim Suarez | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
7.6

Usability

8x8 Contact Center
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0

Support Rating

8x8 Contact Center
7.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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