What users are saying about
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Top Rated
2562 Ratings
51 Ratings
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Score 7 out of 100

Salesforce

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Top Rated
2562 Ratings
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Score 8.3 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

Salesforce

I'd be likely to recommend Salesforce to anyone who has time or resources to develop the system to meet their needs - or to hire that out to another firm. Salesforce is a HUGE tool that comes as a blank slate. and not appropriate for any firm that cannot have a near full time support person or developer.
Jeff Fralick | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

NICE Nexidia Analytics
Salesforce
8.3
Customer data management / contact management
NICE Nexidia Analytics
Salesforce
9.1
Workflow management
NICE Nexidia Analytics
Salesforce
8.1
Territory management
NICE Nexidia Analytics
Salesforce
8.1
Opportunity management
NICE Nexidia Analytics
Salesforce
8.8
Integration with email client (e.g., Outlook or Gmail)
NICE Nexidia Analytics
Salesforce
8.3
Contract management
NICE Nexidia Analytics
Salesforce
8.3
Quote & order management
NICE Nexidia Analytics
Salesforce
7.7
Interaction tracking
NICE Nexidia Analytics
Salesforce
8.6
Channel / partner relationship management
NICE Nexidia Analytics
Salesforce
8.0

Customer Service & Support

NICE Nexidia Analytics
Salesforce
8.5
Case management
NICE Nexidia Analytics
Salesforce
9.0
Call center management
NICE Nexidia Analytics
Salesforce
8.4
Help desk management
NICE Nexidia Analytics
Salesforce
8.3

Marketing Automation

NICE Nexidia Analytics
Salesforce
8.2
Lead management
NICE Nexidia Analytics
Salesforce
8.3
Email marketing
NICE Nexidia Analytics
Salesforce
8.1

CRM Project Management

NICE Nexidia Analytics
Salesforce
8.0
Task management
NICE Nexidia Analytics
Salesforce
8.4
Billing and invoicing management
NICE Nexidia Analytics
Salesforce
6.7
Reporting
NICE Nexidia Analytics
Salesforce
8.8

CRM Reporting & Analytics

NICE Nexidia Analytics
Salesforce
8.8
Forecasting
NICE Nexidia Analytics
Salesforce
8.5
Pipeline visualization
NICE Nexidia Analytics
Salesforce
8.9
Customizable reports
NICE Nexidia Analytics
Salesforce
9.1

Customization

NICE Nexidia Analytics
Salesforce
8.7
Custom fields
NICE Nexidia Analytics
Salesforce
8.7
Custom objects
NICE Nexidia Analytics
Salesforce
8.8
Scripting environment
NICE Nexidia Analytics
Salesforce
8.3
API for custom integration
NICE Nexidia Analytics
Salesforce
8.8

Security

NICE Nexidia Analytics
Salesforce
8.9
Single sign-on capability
NICE Nexidia Analytics
Salesforce
8.8
Role-based user permissions
NICE Nexidia Analytics
Salesforce
8.9

Social CRM

NICE Nexidia Analytics
Salesforce
8.2
Social data
NICE Nexidia Analytics
Salesforce
8.2
Social engagement
NICE Nexidia Analytics
Salesforce
8.1

Integrations with 3rd-party Software

NICE Nexidia Analytics
Salesforce
8.3
Marketing automation
NICE Nexidia Analytics
Salesforce
8.5
Compensation management
NICE Nexidia Analytics
Salesforce
8.2

Platform

NICE Nexidia Analytics
Salesforce
8.0
Mobile access
NICE Nexidia Analytics
Salesforce
8.0

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

Salesforce

  • Salesforce nails the reporting suite. It's so robust and refined, that it makes my job 10 times more efficient.
  • Task and recurring meetings. I love logging in everyday and knowing exactly what I have lined up for the day, or at least an idea of it. This helps me organize my calendar.
  • Notes, emails, plugins. I love being able to take notes directly into the Account/Opportunity, and then in turn send emails directly to the client from there as well. Also, if i'm in my work email, and I email a client directly, I can then easily attach said email into my Salesforce account via one easy click.
John Hilburn | 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

Salesforce

  • Quick access to report "button(s)" on dashboard. Right now you have to go to the Reports Tab, find the report template and run it. In Sales, we look at the same reports daily, and for individual sales personnel, being able to click 1 button to get to their accounts with the through date always being updated to "today" (so it doesn't have to be selected every single day before running the report) - would be of great help.
Leslie Bradford | 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

Salesforce

Salesforce 10.0
Based on 48 answers
While it's not perfect and can be overly complicated at times, there is not another solution out there that can do what it does. To get the same functionality you would need numerous disparate tools to match the amount of functionality Salesforce has. Having it all aggregated on one platform makes the complicated parts far more bearable
John Cupoli | 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

Salesforce

Salesforce 7.5
Based on 36 answers
Salesforce is like a bucket of legos. Everyone gets the same bucket, but can build anything you want out of it. I've worked on Salesforce instances for: construction, non-profits, job training, music industries, medical insurance, medical billing, paid parking, and international medical diagnostic companies.
Kyle Dugger | TrustRadius Reviewer

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

Salesforce

Salesforce 9.8
Based on 27 answers
All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years. Accordingly, I only recall our instance of Salesforce having one unscheduled, brief down time over 6 years. I can't remember for sure, but it may have been due to our Internet Service Provider (ISP) versus Salesforce itself. Also, Salesforce does it's best to keep customers in the loop:

Trust.salesforce.com is the salesforce.com community's home for real-time information on system performance and security. On this site you'll find:

Live and historical data on system performance
Up-to-the minute information on planned maintenance
Phishing, malicious software and social engineering threats
Best security practices for your organization
Information on how we safeguard your data
Rob Gottschalk | TrustRadius Reviewer

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

Salesforce

Salesforce 9.0
Based on 18 answers
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
Rob Gottschalk | TrustRadius Reviewer

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

Salesforce

Salesforce 6.0
Based on 32 answers
Since we do not pay for Premier Support, the agreed upon response times are still pretty good. It is a little ridiculous that you should need to pay tens of thousands of dollars for their best support options and training.
Brent Booth | 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

Salesforce

Salesforce 7.9
Based on 11 answers
All instructors are Salesforce certified. If you have done any type of customization, then it probably makes more sense to use the consulting partner who implemented your instance of Salesforce for training
Rob Gottschalk | TrustRadius Reviewer

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

Salesforce

Salesforce 9.1
Based on 15 answers
The quality of Salesforce's standard online training is high, but limited by nature as to what it covers.
Here are some common online courses -
Getting Started: Navigating Salesforce
Getting Started: Using the Sales Cloud
Getting Started: Administering Salesforce
Getting Started with Reports and Dashboards
Social Media Goes to Work: Chatter
Securing your Salesforce Organization
Getting Started with Data.com
Getting Started with Force.com Pages (Visualforce)
Writing Secure Applications on Force.com
Rob Gottschalk | TrustRadius Reviewer

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

Salesforce

Salesforce 9.4
Based on 16 answers
Executive involvement is critical. Make sure you have a good handle on the metrics you would like to ultimately manage. Work as a team to document your business requirements. Whiteboard often. Understand Salesforce's best practice capabilities.

Have a central person identified to handle all report and analysis requests (ie - don't allow multiple people to create reports; have one person create reports and distribute them to decision makers via the Salesforce dashboard or whatever form). Make sure you understand critical dates and develop the project plan accordingly
Rob Gottschalk | TrustRadius Reviewer

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

Salesforce

Salesforce is head and shoulders above any other CRM available on the market. It integrates with Gmail and almost any other third-party tool that your company plans to use, making it the most robust and integrated tool available.
Zach Ettelman | 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

Salesforce

Salesforce 10.0
Based on 2 answers
Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.
Todd Duclos | TrustRadius Reviewer

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

Salesforce

  • Salesforce.com has contributed to a more efficient overall organization in particular lowering cycle times required by technology in the field and in finance.
  • Salesforce.com has played a large part in a formidable increase in our sales close rate.
  • Salesforce.com has dramatically increased our insight into our business.
Irene Chivily Von Toussaint | 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

Salesforce

General

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

Rating Summary

Likelihood to Recommend

NICE Nexidia Analytics
9.2
Salesforce
8.5

Likelihood to Renew

NICE Nexidia Analytics
9.1
Salesforce
10.0

Usability

NICE Nexidia Analytics
8.2
Salesforce
7.5

Reliability and Availability

NICE Nexidia Analytics
9.1
Salesforce
9.8

Performance

NICE Nexidia Analytics
7.3
Salesforce
9.0

Support Rating

NICE Nexidia Analytics
9.1
Salesforce
6.0

In-Person Training

NICE Nexidia Analytics
9.1
Salesforce
7.9

Online Training

NICE Nexidia Analytics
9.1
Salesforce
9.1

Implementation Rating

NICE Nexidia Analytics
9.1
Salesforce
9.4

Scalability

NICE Nexidia Analytics
9.1
Salesforce
10.0

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