What users are saying about
51 Ratings
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Score 7 out of 100
20 Ratings
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Score 6.9 out of 100

Likelihood to Recommend

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

OpenText Magellan

If you do not have a large budget and are a large organization, I would steer clear of Actuate. If you are looking to do very complex washboarding, I would not use them. Your developers have to be very skilled to work with this. Plan to bring in consultants if necessary to help your process. Adhoc reporting is weak. If your pricing is user based and you expand, this could be very expensive.
Christopher Noyes | TrustRadius Reviewer

Feature Rating Comparison

BI Standard Reporting

NICE Nexidia Analytics
OpenText Magellan
8.0
Customizable dashboards
NICE Nexidia Analytics
OpenText Magellan
9.0
Report Formatting Templates
NICE Nexidia Analytics
OpenText Magellan
7.0

Ad-hoc Reporting

NICE Nexidia Analytics
OpenText Magellan
7.7
Drill-down analysis
NICE Nexidia Analytics
OpenText Magellan
5.0
Formatting capabilities
NICE Nexidia Analytics
OpenText Magellan
9.0
Report sharing and collaboration
NICE Nexidia Analytics
OpenText Magellan
9.0

Report Output and Scheduling

NICE Nexidia Analytics
OpenText Magellan
8.0
Publish to Web
NICE Nexidia Analytics
OpenText Magellan
9.0
Publish to PDF
NICE Nexidia Analytics
OpenText Magellan
9.0
Report Versioning
NICE Nexidia Analytics
OpenText Magellan
9.0
Report Delivery Scheduling
NICE Nexidia Analytics
OpenText Magellan
5.0

Access Control and Security

NICE Nexidia Analytics
OpenText Magellan
5.0
Role-Based Security Model
NICE Nexidia Analytics
OpenText Magellan
5.0
Multiple Access Permission Levels (Create, Read, Delete)
NICE Nexidia Analytics
OpenText Magellan
5.0
Single Sign-On (SSO)
NICE Nexidia Analytics
OpenText Magellan
5.0

Mobile Capabilities

NICE Nexidia Analytics
OpenText Magellan
3.0
Responsive Design for Web Access
NICE Nexidia Analytics
OpenText Magellan
3.0
Dashboard / Report / Visualization Interactivity on Mobile
NICE Nexidia Analytics
OpenText Magellan
3.0

Application Program Interfaces (APIs) / Embedding

NICE Nexidia Analytics
OpenText Magellan
6.2
REST API
NICE Nexidia Analytics
OpenText Magellan
5.0
Javascript API
NICE Nexidia Analytics
OpenText Magellan
9.0
Java API
NICE Nexidia Analytics
OpenText Magellan
5.0
Themeable User Interface (UI)
NICE Nexidia Analytics
OpenText Magellan
7.0
Customizable Platform (Open Source)
NICE Nexidia Analytics
OpenText Magellan
5.0

Pros

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

OpenText Magellan

  • The report outputs can vary across different types such as HTML, PDF, and Excel
  • Their open source offering is very sufficient
  • There are great boards and blogs for developers and engineers to expand and use their features.
  • The people from the company that I've worked with are professional and courteous.
Bri Gipson | TrustRadius Reviewer

Cons

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

OpenText Magellan

  • The documentation on all the available features, but most importantly on the scripting side, can be improved
  • The standard look & feel of some basic options, like parameter selection or sorting and filtering, looks dated and can't be customized
  • The server portal needs to provide better tools
  • More integration is needed with other OpenText products
Martin Rubens | TrustRadius Reviewer

Likelihood to Renew

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

OpenText Magellan

OpenText Magellan 3.9
Based on 9 answers
I am no longer working for the company that was using Actuate but I believe they would continue to use it because the stitching costs would be to high. It would require a complete rewrite of the reports and the never version of Actuate (BIRT) even required an almost complete report rewrite
Todd Bellamy | TrustRadius Reviewer

Usability

NICE Nexidia Analytics

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

OpenText Magellan

No score
No answers yet
No answers on this topic

Reliability and Availability

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
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

OpenText Magellan

No score
No answers yet
No answers on this topic

Performance

NICE Nexidia Analytics

NICE Nexidia Analytics 7.3
Based on 1 answer
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

OpenText Magellan

No score
No answers yet
No answers on this topic

Support Rating

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
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

OpenText Magellan

OpenText Magellan 9.1
Based on 1 answer
Always there on the front and backend for us and the client.
Jeffrey Fischer | TrustRadius Reviewer

In-Person Training

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

OpenText Magellan

No score
No answers yet
No answers on this topic

Online Training

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

OpenText Magellan

No score
No answers yet
No answers on this topic

Implementation Rating

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
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

OpenText Magellan

No score
No answers yet
No answers on this topic

Alternatives Considered

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

OpenText Magellan

I've used JReports and Actuate is very similar but seems to have a lot more customization features for the end user of BIRT reports.
Amy Broome | TrustRadius Reviewer

Scalability

NICE Nexidia Analytics

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

OpenText Magellan

No score
No answers yet
No answers on this topic

Return on Investment

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

OpenText Magellan

  • Actuate can handle 50 to 60 sub reports inside a report very well.
  • Dynamically creating the datasource, chart, graph, reports are the main advantages. We can do any level of drilling, and can create a performance matrix dashboard efficiently.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

NICE Nexidia Analytics

General

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

OpenText Magellan

General

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

Rating Summary

Likelihood to Recommend

NICE Nexidia Analytics
9.2
OpenText Magellan
7.0

Likelihood to Renew

NICE Nexidia Analytics
9.1
OpenText Magellan
3.9

Usability

NICE Nexidia Analytics
8.2
OpenText Magellan

Reliability and Availability

NICE Nexidia Analytics
9.1
OpenText Magellan

Performance

NICE Nexidia Analytics
7.3
OpenText Magellan

Support Rating

NICE Nexidia Analytics
9.1
OpenText Magellan
9.1

In-Person Training

NICE Nexidia Analytics
9.1
OpenText Magellan

Online Training

NICE Nexidia Analytics
9.1
OpenText Magellan

Implementation Rating

NICE Nexidia Analytics
9.1
OpenText Magellan

Scalability

NICE Nexidia Analytics
9.1
OpenText Magellan

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