128 Ratings
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Score 7 out of 100
7 Ratings
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Score 8 out of 100

Likelihood to Recommend

Avaya OneCloud CCaaS

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Agent dashboard
Avaya OneCloud CCaaS
9.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Validate callers
Avaya OneCloud CCaaS
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Outbound response
Avaya OneCloud CCaaS
8.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call forwarding
Avaya OneCloud CCaaS
8.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Warm transfer
Avaya OneCloud CCaaS
8.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Predictive dialing
Avaya OneCloud CCaaS
7.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Interactive voice response
Avaya OneCloud CCaaS
9.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
REST APIs
Avaya OneCloud CCaaS
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call scripts
Avaya OneCloud CCaaS
8.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call tracking
Avaya OneCloud CCaaS
8.9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Multichannel integration
Avaya OneCloud CCaaS
8.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
CRM software integration
Avaya OneCloud CCaaS
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Inbound call routing
Avaya OneCloud CCaaS
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Recording
Avaya OneCloud CCaaS
8.9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Quality management
Avaya OneCloud CCaaS
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call analytics
Avaya OneCloud CCaaS
8.9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Historical reporting
Avaya OneCloud CCaaS
9.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Live reporting
Avaya OneCloud CCaaS
8.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Customer surveys
Avaya OneCloud CCaaS
8.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Customer interaction analytics
Avaya OneCloud CCaaS
8.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Pros

Avaya OneCloud CCaaS

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • 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.
Brian Gillespie | TrustRadius Reviewer

Cons

Avaya OneCloud CCaaS

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • ISG could use more in depth reporting that is available on demand.
Josh Slater | TrustRadius Reviewer

Likelihood to Renew

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 13 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Usability

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 6 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

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 Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.8
Based on 8 answers
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Uchenna Ezumezuh | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Alternatives Considered

Avaya OneCloud CCaaS

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | TrustRadius Reviewer

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 | TrustRadius Reviewer

Return on Investment

Avaya OneCloud CCaaS

  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction
Kim Suarez | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
7.6

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Usability

Avaya OneCloud CCaaS
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0

Reliability and Availability

Avaya OneCloud CCaaS
7.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Performance

Avaya OneCloud CCaaS
10.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Support Rating

Avaya OneCloud CCaaS
7.8
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Implementation Rating

Avaya OneCloud CCaaS
9.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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