Course5 Discovery vs. NICE Nexidia Predictive Behavioral Routing

We rely heavily on Course5 for our business decisions every day. It gives us insights that we were really missing before getting set up with Course5.

Incentivized

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.

Incentivized

• Data Visualization.
• Predictive Modeling.
• Trend Analysis.
• Data Analysis.

Incentivized

• 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.

Incentivized

• I do wish there was a feature that keeps a dynamic list of company benchmarks that update in real-time and use that to be a comparison goal line in metrics.
• Some of the SQL syntax highlighting/auto-completion will not work.
• Sometimes text widgets will just "disappear" after I have dragged them onto the canvas.

Incentivized

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

Having the ability to see data from so many sources for our finance, support, marketing, and sales departments at a glance without having to pull data every day and make pivot tables each time is absolutely critical for us. Our leadership team is able to make crucial business decisions more quickly and more easily thanks to Course5.

Incentivized

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.

Incentivized

• We saved time because the analytics were presented in a way that made sense.
• Return on Investment.
• Scalability as a company.

Incentivized

• Positive ROI
• Still assessing customer satisfaction
• Still assessing employee satisfaction