8x8 Contact Center vs. Mattersight Predictive Behavioral Routing (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.7 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Mattersight PBR
Score 6.0 out of 10
Enterprise companies (1,001+ employees)
The former Mattersight Predictive Behavioral Routing was a solution to route inbound calls to agents best able to handle any particular kind of call. The product is no longer available for sale since NICE System's acquisition of Mattersight.N/A
Pricing
8x8 Contact CenterMattersight Predictive Behavioral Routing (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterMattersight PBR
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterMattersight Predictive Behavioral Routing (discontinued)
Top Pros
Top Cons
Features
8x8 Contact CenterMattersight Predictive Behavioral Routing (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.0
131 Ratings
18% below category average
Mattersight Predictive Behavioral Routing (discontinued)
-
Ratings
Agent dashboard7.8116 Ratings00 Ratings
Validate callers7.0105 Ratings00 Ratings
Outbound response8.0102 Ratings00 Ratings
Call forwarding8.0119 Ratings00 Ratings
Click-to-call (CTC)5.677 Ratings00 Ratings
Warm transfer8.1115 Ratings00 Ratings
Predictive dialing7.953 Ratings00 Ratings
Interactive voice response7.169 Ratings00 Ratings
REST APIs7.741 Ratings00 Ratings
Call scripts7.469 Ratings00 Ratings
Call tracking6.9115 Ratings00 Ratings
Multichannel integration4.667 Ratings00 Ratings
CRM software integration4.459 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.9
122 Ratings
5% below category average
Mattersight Predictive Behavioral Routing (discontinued)
-
Ratings
Inbound call routing7.8111 Ratings00 Ratings
Omnichannel inbound routing8.161 Ratings00 Ratings
Recording8.1108 Ratings00 Ratings
Quality management7.7108 Ratings00 Ratings
Call analytics7.6108 Ratings00 Ratings
Historical reporting7.4100 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.257 Ratings00 Ratings
Best Alternatives
8x8 Contact CenterMattersight Predictive Behavioral Routing (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Eleveo
Eleveo
Score 9.1 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterMattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend
7.8
(135 ratings)
7.6
(4 ratings)
Likelihood to Renew
7.8
(6 ratings)
-
(0 ratings)
Usability
8.3
(21 ratings)
8.0
(1 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
4.3
(52 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.5
(4 ratings)
-
(0 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
8x8 Contact CenterMattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend
8x8, Inc.
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Read full review
Discontinued Products
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.
Read full review
Pros
8x8, Inc.
  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Read full review
Discontinued Products
  • 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.
Read full review
Cons
8x8, Inc.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Read full review
Discontinued Products
  • ISG could use more in depth reporting that is available on demand.
Read full review
Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
Read full review
Discontinued Products
No answers on this topic
Usability
8x8, Inc.
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Read full review
Discontinued Products
No answers on this topic
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
Read full review
Discontinued Products
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
Read full review
Discontinued Products
No answers on this topic
Support Rating
8x8, Inc.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Read full review
Discontinued Products
No answers on this topic
In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
Read full review
Discontinued Products
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
Read full review
Discontinued Products
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
Read full review
Discontinued Products
No answers on this topic
Alternatives Considered
8x8, Inc.
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Read full review
Discontinued Products
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.
Read full review
Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
Read full review
Discontinued Products
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
Read full review
Discontinued Products
No answers on this topic
Return on Investment
8x8, Inc.
  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Read full review
Discontinued Products
  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction
Read full review
ScreenShots