What users are saying about
57 Ratings
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Based on 57 reviews and ratings
Playvox
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Top Rated
244 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9 out of 100
Based on 244 reviews and ratings
Attribute Ratings
- NICE Nexidia Analytics is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating, Implementation Rating, Product Scalability
- Playvox is rated higher in 1 area: Usability
- NICE Nexidia Analytics and Playvox are tied in 1 area: Availability
Likelihood to Recommend
9.0
NICE Nexidia Analytics
90%
39 Ratings
8.9
Playvox
89%
191 Ratings
Likelihood to Renew
9.1
NICE Nexidia Analytics
91%
3 Ratings
8.6
Playvox
86%
6 Ratings
Usability
8.2
NICE Nexidia Analytics
82%
2 Ratings
8.6
Playvox
86%
4 Ratings
Availability
9.1
NICE Nexidia Analytics
91%
2 Ratings
9.1
Playvox
91%
1 Rating
Performance
7.3
NICE Nexidia Analytics
73%
2 Ratings
Playvox
N/A
0 Ratings
Support Rating
9.1
NICE Nexidia Analytics
91%
2 Ratings
6.2
Playvox
62%
5 Ratings
In-Person Training
9.1
NICE Nexidia Analytics
91%
1 Rating
Playvox
N/A
0 Ratings
Online Training
9.1
NICE Nexidia Analytics
91%
1 Rating
Playvox
N/A
0 Ratings
Implementation Rating
9.1
NICE Nexidia Analytics
91%
2 Ratings
7.7
Playvox
77%
2 Ratings
Product Scalability
9.1
NICE Nexidia Analytics
91%
1 Rating
6.4
Playvox
64%
1 Rating
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.

Verified User
Supervisor in Customer Service
Insurance Company, 1001-5000 employeesPlayvox
Monitor and follow up on other employees' work as by using Playvox we detect mistakes and coach agents to better serve the customer by following the right process we educate the agent to better work following the quality monitor and follow up on other employees' work as by using Playvox.
agent
occupiesConsumer Services, 201-500 employees
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.
Quality Assurance Analyst and Trainer
TriWest Healthcare AllianceConsumer Services, 1001-5000 employees
Playvox
- monitoring the chats and calls to know your mistakes and get it solve.
- analyst your skills, and it makes you to know are you doing well or not.
- coaching and learning from your mistakes, and seeing the errors to improve your skills in handling.
Dispatch
talabatConsumer Services, 201-500 employees
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.
Customer Service Supervisor
EsuranceInsurance, 1001-5000 employees
Playvox
- The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load.
- Keep a lot of information
- It should have more languages for ease of control

Verified User
Team Lead in Customer Service
Food Production Company, 501-1000 employeesPricing Details
NICE Nexidia Analytics
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
—Playvox
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—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
Customer Interaction Delivery Analyst
Allstate Financial Services, LLCFinancial Services, 10,001+ employees
Playvox
Playvox 8.6
Based on 6 answers
I do not think my organization has and 2nd thought of changing the Playvox because I am sure they cannot find another option that is as easy and smooth. There is no other option at all. Playvox is being used here in every department and the company cannot run without this. Now it is a basic need of this business
Customer Support Specialist
Mindbridge Private LimitedConsumer Services, 1001-5000 employees
Usability
NICE Nexidia Analytics
NICE Nexidia Analytics 8.2
Based on 2 answers
Overall, navigating in the system is easy

Verified User
Analyst in Quality Assurance
Insurance Company, 5001-10,000 employeesPlayvox
Playvox 8.6
Based on 4 answers
Playvox is an easy-to-use platform, all features are intuitive, which makes navigation easy. I never found navigation problems, I was always able to find all the items I needed, all the information is well separated, what could improve is the possibility of moving some items, putting the ones that I use the most in evidence.

Verified User
Employee in Customer Service
Banking Company, 501-1000 employeesReliability and Availability
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.
Quality Assurance Analyst and Trainer
TriWest Healthcare AllianceConsumer Services, 1001-5000 employees
Playvox
Playvox 9.1
Based on 1 answer
I don't think I've encountered software problems before
Palm City
talabatConsumer Services, 5001-10,000 employees
Performance
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.
Quality Assurance Analyst and Trainer
TriWest Healthcare AllianceConsumer Services, 1001-5000 employees
Playvox
No score
No answers yet
do pages load quickly? yes / Do reports complete in a reasonable time frame, given their complexity? yes i think / If Playvox integrates with any other software or systems, does it tend to slow them down? i don't know
Palm City
talabatConsumer Services, 5001-10,000 employees
Support Rating
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.
Quality Assurance Analyst and Trainer
TriWest Healthcare AllianceConsumer Services, 1001-5000 employees
Playvox
Playvox 6.2
Based on 5 answers
We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager.
Contact Center Manager
Rush OrderConsumer Electronics, 51-200 employees
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.
Quality Assurance Analyst and Trainer
TriWest Healthcare AllianceConsumer Services, 1001-5000 employees
Playvox
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.
Quality Assurance Analyst and Trainer
TriWest Healthcare AllianceConsumer Services, 1001-5000 employees
Playvox
No score
No answers yet
No answers on this topic
Implementation Rating
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.
Quality Assurance Analyst and Trainer
TriWest Healthcare AllianceConsumer Services, 1001-5000 employees
Playvox
Playvox 7.7
Based on 2 answers
From the day first, we were active on Playvox and happy with the features. It does not take much time to understand its features and its performance. A few training sessions with 'How to use' and we are experts using Playvox.
Customer Support Specialist
Mindbridge Private LimitedConsumer Services, 1001-5000 employees
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.

Verified User
Analyst in Customer Service
Insurance Company, 1001-5000 employeesPlayvox
As I mentioned above, Playvox provides us with so much insight into how we are doing with our training program. It has also increased our ability to maintain a level of quality to ensure our customers are well taken care of. Playvox is a great tool for calibration and coaching agents. its detailed report breaks down all areas and we can easily identify areas of opportunity for agents.
Quality Assurance Specialist
Pharco B InternationalPharmaceuticals, 501-1000 employees
Scalability
NICE Nexidia Analytics
NICE Nexidia Analytics 9.1
Based on 1 answer
This is such a great product.
Quality Assurance Analyst and Trainer
TriWest Healthcare AllianceConsumer Services, 1001-5000 employees
Playvox
Playvox 6.4
Based on 1 answer
I think it is the best rating based on my experience
Palm City
talabatConsumer Services, 5001-10,000 employees
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.

Verified User
Director in Sales
Higher Education Company, 10,001+ employeesPlayvox
- Positive return motivation and learning[.]
- Negative return not continuous update[.]
- Positive return Guidance and assistance in my work[.]
- Negative return There are no pages to explain and facilitate access[.]
- Positive return Training to get back to better performance and learn from mistakes[.]
- Negative return no abbreviation[.]
dispatcher
talabatConsumer Services, 1001-5000 employees