NICE Adaptive WFO vs NICE Nexidia Analytics

• Interval call volume forecasting.
• Agent schedule adherence.
• Agent scheduling (in my opinion - the strongest feature for its flexibility and ease of use).
• Agent self-service options.

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• 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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• 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.

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• 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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• Reduction in FTE cost through annual hiring planning to bring on FTE only as they are needed.
• Improved customer experience with scheduling and schedule adherence ensuring FTE attend to contacts when scheduled to do so.
• Savings from self-service options for PTO use and schedule management, reducing administrative cost.

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• 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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