11 Ratings
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Score 7.4 out of 101
7 Ratings
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Score 8 out of 101

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Likelihood to Recommend

8x8 Virtual 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)

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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Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Agent dashboard
8x8 Virtual Contact Center
8.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Validate callers
8x8 Virtual Contact Center
7.9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Outbound response
8x8 Virtual Contact Center
9.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call forwarding
8x8 Virtual Contact Center
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Click-to-call (CTC)
8x8 Virtual Contact Center
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Warm transfer
8x8 Virtual Contact Center
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Predictive dialing
8x8 Virtual Contact Center
7.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Interactive voice response
8x8 Virtual Contact Center
7.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
REST APIs
8x8 Virtual Contact Center
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call scripts
8x8 Virtual Contact Center
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call tracking
8x8 Virtual Contact Center
8.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Multichannel integration
8x8 Virtual Contact Center
9.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
CRM software integration
8x8 Virtual Contact Center
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Inbound call routing
8x8 Virtual Contact Center
9.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Omnichannel inbound routing
8x8 Virtual Contact Center
9.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Recording
8x8 Virtual Contact Center
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Quality management
8x8 Virtual Contact Center
8.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call analytics
8x8 Virtual Contact Center
8.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Historical reporting
8x8 Virtual Contact Center
7.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Live reporting
8x8 Virtual Contact Center
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Customer surveys
8x8 Virtual Contact Center
5.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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.
Michael Furman profile photo
  • 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

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • 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

Alternatives Considered

8x8 has a more modular pricing structure that worked better for our organization. While some users require full PBX and Contact Center, others didn't require all the bells and whistles. 8x8 allowed us to pick and choose the features we needed based on the need of our users.
Danny Fuentes profile photo
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

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • We have seen a decrease in our overall average handle time.
  • We have experienced some agent dissatisfaction as the less effective agents may receive less calls while the more effective agents receive more calls.
No photo available

Pricing Details

8x8 Virtual Contact Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

8x8 Virtual Contact Center More Information

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
Additional Pricing Details
Calculate the Impact of Predictive Behavioral Routing on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) More Information