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

Likelihood to Recommend

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.

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Kelly Disera

Call Center Manager

AUS UrologyHospital & Health Care, 51-200 employees

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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.

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Verified User

Executive in Customer Service

Financial Services Company, 1001-5000 employees

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Feature Rating Comparison

8x8 Contact Center

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

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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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.

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Brian Gillespie

Vice President, Forecasting & Financial Excellence

ComcastMedia Production, 10,001+ employees

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Cons

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.

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Chris Nguyen

Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

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ISG could use more in depth reporting that is available on demand.

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Josh Slater

VP of Sales

Infinity Sales GroupTelecommunications, 201-500 employees

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Usability

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.

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Chris Bugg

Principal

Chris Bugg Insuance AgencyInsurance, 1-10 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 Rating

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.

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Verified User

General Manager in Corporate

Health, Wellness and Fitness Company, 1-10 employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Jeffrey Bryan

Sr. Contracts Manager

Fortna Inc.Logistics & Supply Chain, 201-500 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

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.

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Christina K

Office Manager

Blanchard & Thomas, LLPLaw Practice, 1-10 employees

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Positive ROI
Still assessing customer satisfaction
Still assessing employee satisfaction

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Kim Suarez

VP, Medical Operations and Customer Experience

Priority HealthHealth, Wellness and Fitness, 501-1000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Rating Summary

8x8 Contact Center

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

8x8 Contact Center

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

8x8 Contact Center

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)