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Top Rated
108 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
7 Ratings
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Score 8 out of 100

Likelihood to Recommend

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Agent dashboard
NICE inContact CXone
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Validate callers
NICE inContact CXone
8.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Outbound response
NICE inContact CXone
7.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call forwarding
NICE inContact CXone
8.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Click-to-call (CTC)
NICE inContact CXone
7.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Warm transfer
NICE inContact CXone
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Predictive dialing
NICE inContact CXone
8.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Interactive voice response
NICE inContact CXone
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
REST APIs
NICE inContact CXone
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call scripts
NICE inContact CXone
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call tracking
NICE inContact CXone
8.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Multichannel integration
NICE inContact CXone
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
CRM software integration
NICE inContact CXone
8.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Workforce Optimization (WFO)

NICE inContact CXone
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Inbound call routing
NICE inContact CXone
9.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Omnichannel inbound routing
NICE inContact CXone
8.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Recording
NICE inContact CXone
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Quality management
NICE inContact CXone
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Call analytics
NICE inContact CXone
8.3
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Historical reporting
NICE inContact CXone
8.2
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Live reporting
NICE inContact CXone
7.6
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Customer surveys
NICE inContact CXone
8.7
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Customer interaction analytics
NICE inContact CXone
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Pros

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • 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.
Brian Gillespie | TrustRadius Reviewer

Cons

NICE inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • ISG could use more in depth reporting that is available on demand.
Josh Slater | TrustRadius Reviewer

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 9.1
Based on 9 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) 8.0
Based on 1 answer
No answer on this topic is available.

Support Rating

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 answers
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.
Kevin Lintner | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Implementation Rating

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Alternatives Considered

NICE inContact CXone

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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.
Brian Gillespie | TrustRadius Reviewer

Return on Investment

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | TrustRadius Reviewer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction
Kim Suarez | TrustRadius Reviewer

Screenshots

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Pricing Details

NICE inContact CXone

General

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

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
7.6

Likelihood to Renew

NICE inContact CXone
9.1
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Usability

NICE inContact CXone
8.4
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0

Support Rating

NICE inContact CXone
7.5
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

Implementation Rating

NICE inContact CXone
7.0
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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