57 Ratings
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Score 7.7 out of 100
7 Ratings
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Score 8 out of 100

Likelihood to Recommend

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | 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

Five9
9.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Agent dashboard
Five9
10.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Validate callers
Five9
10.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Outbound response
Five9
10.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call forwarding
Five9
10.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Click-to-call (CTC)
Five9
10.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Warm transfer
Five9
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Predictive dialing
Five9
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Interactive voice response
Five9
10.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
REST APIs
Five9
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call scripts
Five9
10.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call tracking
Five9
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Multichannel integration
Five9
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
CRM software integration
Five9
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Workforce Optimization (WFO)

Five9
8.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Inbound call routing
Five9
10.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Omnichannel inbound routing
Five9
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Recording
Five9
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Quality management
Five9
9.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call analytics
Five9
7.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Historical reporting
Five9
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Live reporting
Five9
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Customer interaction analytics
Five9
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Pros

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | 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

Five9

  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Ariana Thompson | 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

Support Rating

Five9

Five9 8.2
Based on 12 answers
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Alternatives Considered

Five9

While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.
Anonymous | 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

Five9

  • We are able to contact more clients on a daily basis
  • We are able to record and monitor phone calls for quality assurance
  • We are able to measure all KPI's for agent performance
  • The Do Not Call list is incredibly easy to add and remove clients
Shanna Kostopulos | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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

Screenshots

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Pricing Details

Five9

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Five9 Editions & Modules

Edition
CoreContact sales team1
PremiumContact sales team1
OptimumContact sales team1
UltimateContact sales team1
  1. Contact sales team
Additional Pricing Details
Five9 offers pricing options to suit your business needs: Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition Annual Contracts — Reduced fee compared to monthly on-demand pricing

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

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Five9
8.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
7.6

Usability

Five9
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0

Support Rating

Five9
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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