Gong.io vs NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

• Deal overview - see all deal comms in one place (recordings and emails).
• Coaching - Automated coaching provides great insight, and personal coaching allows colleagues to feed back on and learn from each call.
• Sharing snippets - Share the call with customers for them to distribute internally to those who couldn't make it.

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• 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.

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• The transcribing can use a bit of work. I understand it's not easy to do, but occasionally there are paragraphs at a time that make little to no sense, unless you were on the call / in the meeting.
• The video is often a bit grainy. Typically this isn't an issue if you understand the context of what's taking place on the call, but if you're attempting to read anything that's not size 28 font on a PowerPoint slide, then good luck.
• The recordings typically reflect all of the individual lines that are dialed into the calls, but they do not differentiate between multiple people on the same line. Better voice recognition could likely identify how many folks are actually participating in the meeting, making it a bit easier to sift through the recordings for the bits of information that you're looking for from a particular individual.

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

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• I have better insight into whether or not a new hire is going to be successful, thus saving time with people who may not be a good fit.
• I can pinpoint areas of improvement for my team, thus decreasing ramp time.
• I can show real life examples when leading trainings.

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

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