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Top Rated
185 Ratings

Gong.io

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Top Rated
185 Ratings
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Score 9.2 out of 100
7 Ratings
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Score 8 out of 100

Likelihood to Recommend

Gong.io

If you have a sales team and do not use Gong.io you are doing yourself a disservice. The analytics are a necessary tool, and I'm honestly not sure how we were able to do comprehensive and ongoing training prior to our utilization of Gong.io. It would only be less appropriate if your business does not hold meetings online.
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

Pros

Gong.io

  • 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.
Anonymous | 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

Gong.io

  • 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.
Anonymous | 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

Gong.io

Gong.io 8.4
Based on 184 answers
They have been very attentive and always communicating with us. They also are great at scheduling calls for training purposes and helping new members of my team. In that aspect I have nothing but great things to say, they are responsive, attentive and always willing to help. I really like working with them.
Tavi Carvajal | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Alternatives Considered

Gong.io

I've used other call recording tools, but never one as in depth as Gong. I've never had one that also ranked me against the other reps on my team and showed me where I was excellent and where I needed improvement.
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

Gong.io

  • 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.
Amanda Rollins | 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

Gong.io

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

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