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

Likelihood to Recommend

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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The core function of the center determines how the solution should be applied. ISG is primarily a sales organization which has much different KPIs than a customer service organization.

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Josh Slater

VP of Sales

Infinity Sales GroupTelecommunications, 201-500 employees

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Feature Rating Comparison

8x8 Contact Center

7.8

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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Agent dashboard

7.5

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Validate callers

7.6

—

Outbound response

7.7

—

Call forwarding

7.6

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Click-to-call (CTC)

7.7

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Warm transfer

7.6

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Predictive dialing

7.0

—

Interactive voice response

7.1

—

REST APIs

8.2

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Call scripts

7.2

—

Call tracking

8.5

—

Multichannel integration

9.1

—

CRM software integration

8.5

—

8x8 Contact Center

7.9

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

—

Inbound call routing

8.6

—

Omnichannel inbound routing

7.7

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Recording

8.2

—

Quality management

8.5

—

Call analytics

7.8

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

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Pros

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Mattersight is every effective in working closely with their customers to ensure understanding of the process.
Mattersight provides high level reporting that shows the impact the system is having within the business.
When the calls are able to be routed, the reduction in handle time can be easily calculated.

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Verified User

Executive in Customer Service

Financial Services Company, 1001-5000 employees

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Cons

Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Mattersight PBR does not necessarily provide detail down to the agent level.
The routing of calls cannot be done on every call because the system requires at least two agents to be available for it to effectively route the call.

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Verified User

Executive in Customer Service

Financial Services Company, 1001-5000 employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) 8.0

Based on 1 answer

No answer on this topic is available.

Support

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

No answers on this topic

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Alternatives Considered

We vetted out a variety of companies when we began searching for a new vendor, many of them have the technology that would have fit our needs, but the relationship piece became the focal point for us as a company. We spent a lot of time with the players within 8X8 and developed a relationship that will allow us to feel comfortable that they will be there for us in our times of need. Whether it be a bump in the night or a change that needs some serious attention from their team, we feel that they are partnering in our success.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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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.

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Brian Gillespie

Vice President, Forecasting & Financial Excellence

ComcastMedia Production, 10,001+ employees

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Return on Investment

Switching to 8x8, we have seen a 30% drop in our telecommunication expense.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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Decreased attrition.
Improved sales conversion.
Increased employee engagement.

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Josh Slater

VP of Sales

Infinity Sales GroupTelecommunications, 201-500 employees

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