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52 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100
7 Ratings
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Score 8 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | 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
6.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Agent dashboard
8x8 Contact Center
7.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Validate callers
8x8 Contact Center
6.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Outbound response
8x8 Contact Center
6.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call forwarding
8x8 Contact Center
7.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Click-to-call (CTC)
8x8 Contact Center
6.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Warm transfer
8x8 Contact Center
7.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Predictive dialing
8x8 Contact Center
5.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Interactive voice response
8x8 Contact Center
6.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
REST APIs
8x8 Contact Center
5.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call scripts
8x8 Contact Center
5.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call tracking
8x8 Contact Center
7.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Multichannel integration
8x8 Contact Center
5.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
CRM software integration
8x8 Contact Center
5.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Workforce Optimization (WFO)

8x8 Contact Center
7.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Inbound call routing
8x8 Contact Center
8.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Omnichannel inbound routing
8x8 Contact Center
7.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Recording
8x8 Contact Center
7.9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Quality management
8x8 Contact Center
6.9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call analytics
8x8 Contact Center
7.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Historical reporting
8x8 Contact Center
6.7
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
6.8
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

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | 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 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | 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

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | 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

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | 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
7.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
7.6

Usability

8x8 Contact Center
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0

Support

8x8 Contact Center
5.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Add comparison