Khoros Care vs. NICE Nexidia Predictive Behavioral Routing

Customer profile capabilities are a great way to continue to monitor a single user across all platforms. The Manage view leaves a lot to be desired as the experience is very click-intensive and doesn't allow for bulk actions on items. This can make the process of working from a "zero queue" quite time-consuming. Supervisor view should either not be dropped for this very reason, or Manage should be able to perform bulk actions.

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

• Manages and pulls in posts from communities, Facebook, and Twitter so we can address them in one place as opposed to logging into each site natively.
• Khoros Care has great analytics. I like the customizable dashboards; we use them for weekly reports to upper management.
• Khoros Care helps our social media manager manage and monitor our teams.

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 would like to be able to see deleted comments/tweets so we can look into the issues.
• I would like to be able to better customize dashboards for our exact metrics. Some things previously available in Spredfast are no longer available in Care.

Incentivized

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

Khoros Care has continued to provide exactly what we need, or work with us to get what we need to help our customers. They are timely in their assistance when there are technical issues, and they always keep us in the loop when there is an ongoing issue that impacts us

Incentivized

The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.

Incentivized

No issues.

No issues.

Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of

Incentivized

The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.

The implementation was carried out by a previous employee who left the organisation, however, because of the nature of the industry, we're frequently updating new processes. The setup of Khoros Care was quite simple to follow and update previous information that was done before I took over.

Incentivized

It would be too long to list every pro and con. However, Khoros Care is built for asynchronous digital engagement and it shows throughout most of its features. It performs better, the agent workflow is better, and the reporting and analytics are better. On top of that, it requires a lot less people dedicated to administering the tool. This tool is way more agile, to the point where some changes in Khoros Care can be done in a few clicks. Whereas, for other tools, it took us hours if not days of work to do something similar.

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

Scalability has been easy. As we have grown and more customers have reached out to our digital platform, Khoros Care has been easy to work with and assess our next steps. Additionally, they are regularly integrating new platforms and tools that grow as our digital presence grows and our customers flow into those platforms.

• Less overheads due to automated features in the tool.
• Stopped using external survey tools and used care CSAT surveys, this resulted in cost-cutting.
• Saving time by responding to customers quicker.
• Ability to manage different channels in one platform and unified reporting.

Incentivized

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