Mattersight Behavioral Analytics (discontinued) vs. NICE CXone

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Mattersight Behavioral Analytics (discontinued)
Score 7.2 out of 10
Enterprise companies (1,001+ employees)
Mattersight Behavioral Analytics, alternately known as Nexidia Analytics after Mattersight's acquisitions by NICE Systems, was a tool used to identity behavioral trends occurring in customer service, and help organizations to identify coaching opportunities. The product is no longer available for sale.N/A
NICE CXone
Score 8.1 out of 10
N/A
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
$71
per month per user
Pricing
Mattersight Behavioral Analytics (discontinued)NICE CXone
Editions & Modules
No answers on this topic
Digital Agent
$71
per month per user
Voice Agent
$94
per month per user
Omnichannel Agent
$110
per month per user
Essential Suite
$135
per month per user
Core Suite
$169
per month per user
Complete Suite
$209
per month per user
CXone Mpower
$249
per month per user
Offerings
Pricing Offerings
Mattersight Behavioral Analytics (discontinued)NICE CXone
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Mattersight Behavioral Analytics (discontinued)NICE CXone
Top Pros
Top Cons
Features
Mattersight Behavioral Analytics (discontinued)NICE CXone
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
NICE CXone
8.9
560 Ratings
7% above category average
Agent dashboard00 Ratings9.5539 Ratings
Validate callers00 Ratings9.0455 Ratings
Outbound response00 Ratings9.4474 Ratings
Call forwarding00 Ratings8.8429 Ratings
Click-to-call (CTC)00 Ratings8.6390 Ratings
Warm transfer00 Ratings9.3512 Ratings
Predictive dialing00 Ratings9.0309 Ratings
Interactive voice response00 Ratings9.6363 Ratings
REST APIs00 Ratings8.0294 Ratings
Call scripts00 Ratings7.7313 Ratings
Call tracking00 Ratings8.9493 Ratings
Multichannel integration00 Ratings9.0353 Ratings
CRM software integration00 Ratings9.2352 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
NICE CXone
8.6
538 Ratings
4% above category average
Inbound call routing00 Ratings8.5496 Ratings
Omnichannel inbound routing00 Ratings8.4363 Ratings
Recording00 Ratings9.0478 Ratings
Quality management00 Ratings8.4463 Ratings
Call analytics00 Ratings8.2471 Ratings
Historical reporting00 Ratings9.0463 Ratings
Live reporting00 Ratings8.8449 Ratings
Customer surveys00 Ratings7.9290 Ratings
Customer interaction analytics00 Ratings9.2308 Ratings
Best Alternatives
Mattersight Behavioral Analytics (discontinued)NICE CXone
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Medium-sized Companies
Playvox
Playvox
Score 9.3 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Enterprises
Playvox
Playvox
Score 9.3 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Mattersight Behavioral Analytics (discontinued)NICE CXone
Likelihood to Recommend
8.8
(39 ratings)
9.0
(592 ratings)
Likelihood to Renew
9.1
(3 ratings)
9.8
(25 ratings)
Usability
8.2
(2 ratings)
8.7
(566 ratings)
Availability
9.1
(1 ratings)
3.7
(7 ratings)
Performance
7.3
(1 ratings)
9.2
(7 ratings)
Support Rating
9.1
(1 ratings)
8.3
(6 ratings)
In-Person Training
9.1
(1 ratings)
3.0
(4 ratings)
Online Training
9.1
(1 ratings)
7.0
(5 ratings)
Implementation Rating
9.1
(1 ratings)
6.4
(9 ratings)
Configurability
9.1
(1 ratings)
7.0
(4 ratings)
Ease of integration
9.1
(1 ratings)
7.0
(4 ratings)
Product Scalability
9.1
(1 ratings)
6.7
(7 ratings)
Vendor post-sale
9.1
(1 ratings)
4.4
(5 ratings)
Vendor pre-sale
9.1
(1 ratings)
4.4
(5 ratings)
User Testimonials
Mattersight Behavioral Analytics (discontinued)NICE CXone
Likelihood to Recommend
Discontinued Products
IF it is cruicial in your organization to have the internal conversations recorded, this is NOT the product for you. If you do not need that, the savings in time by the software analyzing calls in a way where you can search for specific incidents is fantastic. The training on personality types and how to work with each one is also a great tool for any organization. I can say if it weren't for the rep to rep recording piece, I would give this product a 9.
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NICE Systems
I honestly cannot think of a scenario where it's less appropriate! It is well suited for easy access and ease of use and is literally at the click of a mouse. I couldn't ask for anything better for a time management platform.
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Pros
Discontinued Products
  • I love how the systems analyzes the callers so QA's are able to help guide the agent on how to better handle that style on the next call.
  • I love how the system runs reports for us. We no longer have to manually enter and produce reports, which is a "bear" of a project.
  • Behavioral Analytics helps me keep track of not only my team's progress, but the progress of team leads and supervisors doing coaching and QA monitors.
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NICE Systems
  • Organizes everyone's interactions within the platform
  • Shows interactions real time with productivity stats
  • Makes Chat/Call quality a breeze with customizable quality forms
  • Easy to share an interaction within the company for others to review
  • Keeps everyone on track with scheduled lunches/breaks/meetings so you don't have to remember yourself and never miss another event again!
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Cons
Discontinued Products
  • Maintainence of the portal. Mattersight will sometimes perform scheduled maintainence on the portal which disrupts the completion of goals.
  • Usable reporting. Mattersight could do better with creating usable reports of individual performance.
  • Interaction with phone system. Changes to the IVR will often cause calls to be lost and thus have gaps in reporting.
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NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Likelihood to Renew
Discontinued Products
Mattersight Behavioral Analytics has always shown great support to our organization. They are always willing to help and find new ways to improve our customer experience. The team we have with Mattersight has become part of our everyday work lives in which we value their business
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NICE Systems
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
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Usability
Discontinued Products
Overall, navigating in the system is easy
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NICE Systems
NICE CXone offers a very intuitive interface that is easy for our customers to understand in a short period of time and easy for us to administrate. All tools like Admin, ACD, Reporting, and Analytics are very user-friendly, and with little training, customers can reap the benefits of the tools.
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Reliability and Availability
Discontinued Products
We have not had any issues with BA's availability. It is always up and running. The only issues we run into is staff not logging in everyday because they already have so many systems up as it is. Other than users, BA is great and is always there.
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NICE Systems
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
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Performance
Discontinued Products
The pages load very quickly. The reports are nice. I wish I could understand a little more about what is on the reports and what all the sections mean, but once you remove the information that is not needed the reports are easy to filter through and read. I do wish that we would get Outlook notification for comments and monitors.
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NICE Systems
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
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Support Rating
Discontinued Products
Mattersight gives great support. Every time I reach out to them I get a response within the hour, even if it is just to tell me that they will check into the issue. The staff always stays in contact and even after changes have been made or answers given they follow back up with you and make sure everything is going smoothly. The Mattersight team never makes you feel like you are burden and it feels that with every contact they grow a little more as well.
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NICE Systems
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
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In-Person Training
Discontinued Products
This was a great class. We learned so much about the program and our team through the on-site training provided by Mattersight. The trainers were very professional and playful at the same time. They really brought the training to life. The trainers were great at answering all questions and making sure we could train our staff in the same professional, yet fun, manner.
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NICE Systems
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
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Online Training
Discontinued Products
I love the roundtable meetings. This is a great way to come together with other companies that are also using the product. It is great to hear about how others train and hear some of their struggles and success stories, so we are able to make the best BA training out there.
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NICE Systems
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
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Implementation Rating
Discontinued Products
It was really nice to start slowly and train leadership and then slowly start implanting of BA to the staff. This helped with coaching and helped with new staff as they hit the floor. We found that this helped the staff relate and share stories to help with team dynamic. Great system.
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NICE Systems
We love the use of our new tools. However, NICE staff turnover was frustrating. We lost ground each time a new team took over. Some people were good some were not as much. Some people did great training while others were not as helpful
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Alternatives Considered
Discontinued Products
The version of Calabrio that we were using strictly recorded calls - It did not offer nearly as many options as what is available in Mattersight. Mattersight allowed us to implement a consistent approach to customer interactions. In addition, searching for calls, and specific points within the calls, is much more efficient with Mattersight.
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NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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Scalability
Discontinued Products
This is such a great product.
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NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Return on Investment
Discontinued Products
  • We believe we improved our customer service with our employees working with our customers and adapting to their styles.
  • We improved our manager's efficiency selecting calls to monitor and conducting impactful coaching sessions.
  • We had challenges determining a true ROI as we found it difficult/impossible to fully isolate Mattersight's impact to our bottom line. It was hard to attribute our lead conversion applications and revenue directly to Mattersight with several other external factors in play.
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NICE Systems
  • NICE CXone has allowed us the ability to, on specific teams, not have to back fill positions due to attrition.
  • NICE CXone has provided us insight into data metrics that we did not have before.
  • NICE CXone provides us with visibility into the productivity of our offshore agents which we did NOT have prior to our partnership.
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ScreenShots

NICE CXone Screenshots

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.