NICE Nexidia Analytics vs PlayVox

• 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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• The evaluation forms are easy to create and use, and can be fully customized to represent the rubrics and metrics you've developed for your teams
• The platform provides good permissions and collaborative functions. Leads, managers, and others roles can have specific views for their teams, share amongst other managers and leads for input, track coachings, and manage other lead responsibilities independent of specific evaluations.
• The social element for the agents seems to have improved team morale, as agents, leads, and managers can recognize individuals and teams using badges and karma points.

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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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• Lack of guides on how to use PlayVox for the most efficiency
• Lack of guides on what scorecards should be used in particular areas
• Scorecards constructor should have 2 modes: simple and advanced. Sometimes we didn't have some needed functions in particular scorecards.
• It would be great to have a customer success consultant who would guide you to reach good numbers
• Really poor/boring video manuals

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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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• PlayVox has allowed us to centralize ALL quality assurance across ALL departments.
• PlayVox has allowed our entire QA team the opportunity to work remotely instead of in-office.

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