What users are saying about
17 Ratings
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Score 9.1 out of 100
57 Ratings
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Score 9.1 out of 100

Attribute Ratings

  • NICE Adaptive WFO and NICE Nexidia Analytics are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

NICE Adaptive WFO

90%
4 Ratings
9.0

NICE Nexidia Analytics

90%
39 Ratings

Likelihood to Renew

NICE Adaptive WFO

N/A
0 Ratings
9.1

NICE Nexidia Analytics

91%
3 Ratings

Usability

NICE Adaptive WFO

N/A
0 Ratings
8.2

NICE Nexidia Analytics

82%
2 Ratings

Availability

NICE Adaptive WFO

N/A
0 Ratings
9.1

NICE Nexidia Analytics

91%
2 Ratings

Performance

NICE Adaptive WFO

N/A
0 Ratings
7.3

NICE Nexidia Analytics

73%
2 Ratings

Support Rating

NICE Adaptive WFO

N/A
0 Ratings
9.1

NICE Nexidia Analytics

91%
2 Ratings

In-Person Training

NICE Adaptive WFO

N/A
0 Ratings
9.1

NICE Nexidia Analytics

91%
1 Rating

Online Training

NICE Adaptive WFO

N/A
0 Ratings
9.1

NICE Nexidia Analytics

91%
1 Rating

Implementation Rating

NICE Adaptive WFO

N/A
0 Ratings
9.1

NICE Nexidia Analytics

91%
2 Ratings

Product Scalability

NICE Adaptive WFO

N/A
0 Ratings
9.1

NICE Nexidia Analytics

91%
1 Rating

Likelihood to Recommend

NICE Adaptive WFO

NICE Adaptive WFO allows moving of contacts through their channels is easy, permission management ability is excellent and easy to manage client contacts. With this solution is easy to obtain meaningful reports and very reliable to make critical business decisions and other development within the business which may lead to production enhancement.
Peter Morgan | TrustRadius Reviewer

NICE Nexidia Analytics

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.
Anonymous | TrustRadius Reviewer

Pros

NICE Adaptive WFO

  • Great system and easy for project workflow management.
  • The optimization through NICE Adaptive WFO tools is amazing and excellent.
  • The best and beneficial reports creation software.
Veronica Derrick | TrustRadius Reviewer

NICE Nexidia Analytics

  • 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.
Cassandra Fulcher | TrustRadius Reviewer

Cons

NICE Adaptive WFO

  • Long term forecasting functionality.
  • The user interface requires more steps than competitors. While the end results are quality, it can take time to get there.
  • Lack of clearly demonstrated forecasting designed specifically for non-phone contact types.
Anonymous | TrustRadius Reviewer

NICE Nexidia Analytics

  • 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.
Jordan Lenaburg | TrustRadius Reviewer

Pricing Details

NICE Adaptive WFO

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

NICE Nexidia Analytics

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Starting Price

Likelihood to Renew

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 3 answers
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
WaDee'ah Crowder | TrustRadius Reviewer

Usability

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 8.2
Based on 2 answers
Overall, navigating in the system is easy
Anonymous | TrustRadius Reviewer

Reliability and Availability

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 2 answers
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.
Cassandra Fulcher | TrustRadius Reviewer

Performance

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 7.3
Based on 2 answers
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.
Cassandra Fulcher | TrustRadius Reviewer

Support Rating

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 2 answers
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.
Cassandra Fulcher | TrustRadius Reviewer

In-Person Training

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
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.
Cassandra Fulcher | TrustRadius Reviewer

Online Training

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
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.
Cassandra Fulcher | TrustRadius Reviewer

Implementation Rating

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 2 answers
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.
Cassandra Fulcher | TrustRadius Reviewer

Alternatives Considered

NICE Adaptive WFO

NICE inContact is for our soft phone or virtual phone. They have their own functions in our organization. They are both useful and easy to use. Two different functionality but same NICE. Very friendly tools and recommend this two in their platform. NICE software are really amazing. It makes work and business easier.
Anonymous | TrustRadius Reviewer

NICE Nexidia Analytics

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.
Anonymous | TrustRadius Reviewer

Scalability

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
This is such a great product.
Cassandra Fulcher | TrustRadius Reviewer

Return on Investment

NICE Adaptive WFO

  • Effective tool on predictive data analytics creation and the reports are excellent.
  • Contacts import and email list management solution.
  • Real time data reporting and the project management is very excellent.
Peter Morgan | TrustRadius Reviewer

NICE Nexidia Analytics

  • 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.
Anonymous | TrustRadius Reviewer

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