17 Ratings
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Score 7.5 out of 101
7 Ratings
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Score 8 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 Predictive Behavioral Routing (formerly Mattersight)

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.
Josh Slater profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

8x8 Contact Center
7.9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Inbound call routing
8x8 Contact Center
8.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Omnichannel inbound routing
8x8 Contact Center
7.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Recording
8x8 Contact Center
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Quality management
8x8 Contact Center
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call analytics
8x8 Contact Center
7.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Historical reporting
8x8 Contact Center
7.8
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
5.5
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 profile photo

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • 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.
No photo available

Cons

8x8 Contact Center

  • 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.
Michael Furman profile photo

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • 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.
No photo available

Usability

8x8 Contact Center

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

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 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 Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

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.
Michael Furman profile photo

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 profile photo

Return on Investment

8x8 Contact Center

  • Switching to 8x8, we have seen a 30% drop in our telecommunication expense.
MIKE BARBARO profile photo

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • Decreased attrition.
  • Improved sales conversion.
  • Increased employee engagement.
Josh Slater profile photo

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

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