Mattersight Predictive Behavioral Routing (discontinued) vs. Phone.com

Mattersight Predictive Behavioral Routing (discontinued)

Phone.com

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Mattersight PBR	Score 6.0 out of 10	Enterprise companies (1,001+ employees)	The former Mattersight Predictive Behavioral Routing was a solution to route inbound calls to agents best able to handle any particular kind of call. The product is no longer available for sale since NICE System's acquisition of Mattersight.	N/A
Phone.com	Score 10.0 out of 10	N/A	Phone.com is a cloud based VoIP solution from the company of the same name in Newark, New Jersey, with video conferencing, business phone, and optional premium features (e.g. live receptionist). The company boasts 30,000 businesses as users of its cloud-based communication and collaboration solutions.	$12.99 per month

Pricing

Mattersight Predictive Behavioral Routing (discontinued)

Phone.com

Editions & Modules

No answers on this topic

IP Phone Connection: $4.99
per month, per device
Phone Numbers: $4.99
per month
Call Recording: $7.99
per month
Basic Users: $12.99
per user, per month
Plus Users: $19.99
per user, per month
Pro Users: $29.99
per user, per month
Lice Receptionist: Starting at $90
per month
Global Phone Numbers: Starting at $4.99
per month
International Dialing: Vary Rates

Offerings

Pricing Offerings
Mattersight PBR	Phone.com
Free Trial
Yes	No
Free/Freemium Version
No	No
Premium Consulting/Integration Services
Yes	No

Entry-level Setup Fee

No setup fee

Additional Details

—

20% discount with annual billing. Mix and match user plans to create a custom plan appropriate for the business.

More Pricing Information

Community Pulse
	Mattersight Predictive Behavioral Routing (discontinued)	Phone.com

Features

Mattersight Predictive Behavioral Routing (discontinued)

Phone.com

Cloud PBX

Comparison of Cloud PBX features of Product A and Product B
	Mattersight Predictive Behavioral Routing (discontinued) - Ratings	Phone.com 10.0 2 Ratings 22% above category average
Hosted PBX	00 Ratings	10.02 Ratings
Multi-level Interactive Voice Response (IVR)	00 Ratings	10.02 Ratings
User templates	00 Ratings	10.02 Ratings
Call reports	00 Ratings	10.02 Ratings
Directory of employee names	00 Ratings	10.02 Ratings

Call Management

Comparison of Call Management features of Product A and Product B
	Mattersight Predictive Behavioral Routing (discontinued) - Ratings	Phone.com 10.0 2 Ratings 18% above category average
Answering rules	00 Ratings	10.02 Ratings
Call recording	00 Ratings	10.02 Ratings
Call park	00 Ratings	10.01 Ratings
Call screening	00 Ratings	10.02 Ratings
Message alerts	00 Ratings	10.02 Ratings

VoIP system collaboration

Comparison of VoIP system collaboration features of Product A and Product B
	Mattersight Predictive Behavioral Routing (discontinued) - Ratings	Phone.com 10.0 1 Ratings 22% above category average
Audio conferencing	00 Ratings	10.01 Ratings
Instant messaging	00 Ratings	10.01 Ratings

Mobile apps

Comparison of Mobile apps features of Product A and Product B
	Mattersight Predictive Behavioral Routing (discontinued) - Ratings	Phone.com 10.0 2 Ratings 22% above category average
Mobile app for iOS	00 Ratings	10.01 Ratings
Mobile app for Android	00 Ratings	10.01 Ratings

Best Alternatives
	Mattersight Predictive Behavioral Routing (discontinued)	Phone.com
Small Businesses	8x8 Contact Center Score 8.8 out of 10	CloudTalk Score 7.5 out of 10
Medium-sized Companies	Zoom Contact Center Score 8.7 out of 10	CloudTalk Score 7.5 out of 10
Enterprises	Calabrio WFM Score 8.2 out of 10	Cisco Business Edition 7000 (discontinued) Score 9.0 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Mattersight Predictive Behavioral Routing (discontinued)	Phone.com
Likelihood to Recommend	7.6 (4 ratings)	10.0 (2 ratings)
Usability	8.0 (1 ratings)	- (0 ratings)

User Testimonials
	Mattersight Predictive Behavioral Routing (discontinued)	Phone.com
Likelihood to Recommend	Discontinued Products 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 Verified User Anonymous Read full review	Phone.com Phone.com is a no-brainer. The cost savings over a POTS or in-house PBX system are tremendous. The affordability added on top of the easy to use and deploy features make Phone.com the best choice. Phone.com is well-suited for situations where you need other-than-standard call holding, call routing, and other similar advanced call features. Incentivized Bill Artinger Support Lead Read full review
Pros	Discontinued Products 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 Brian Gillespie Vice President, Forecasting & Financial Excellence Read full review	Phone.com Customer service and live chat are amazing Simple, straight forward Easy to setup Affordable Incentivized Carlos Crameri CEO (Chief Executive Officer) Read full review
Cons	Discontinued Products ISG could use more in depth reporting that is available on demand. Josh Slater VP of Sales Read full review	Phone.com Phone.com has been excellent with support and I can not think of any areas for improvement with regards to that Phone.com could provide more graphical assistance when programming call routing. A visual indication of the flow of a call should be presented and would come in handy when planning out difficult ques/call routes Incentivized Bill Artinger Support Lead Read full review
Alternatives Considered	Discontinued Products 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 Brian Gillespie Vice President, Forecasting & Financial Excellence Read full review	Phone.com No answers on this topic
Return on Investment	Discontinued Products Positive ROI Still assessing customer satisfaction Still assessing employee satisfaction Kim Suarez VP, Medical Operations and Customer Experience Read full review	Phone.com Reduced cost and improved our efficiency - all reps love it. Incentivized Carlos Crameri CEO (Chief Executive Officer) Read full review
ScreenShots		Phone.com Screenshots