NICE Nexidia Analytics vs Salesforce | TrustRadius

What users are saying about

Score 7 out of 10

Based on 51 reviews and ratings

Score 8.3 out of 10

Based on 2562 reviews and ratings

Feature Rating Comparison

NICE Nexidia Analytics

Salesforce

Customer data management / contact management

Workflow management

Territory management

Opportunity management

Integration with email client (e.g., Outlook or Gmail)

Contract management

Quote & order management

Interaction tracking

Channel / partner relationship management

NICE Nexidia Analytics

Salesforce

Case management

Call center management

Help desk management

NICE Nexidia Analytics

Salesforce

Lead management

Email marketing

NICE Nexidia Analytics

Salesforce

Task management

Billing and invoicing management

Reporting

NICE Nexidia Analytics

Salesforce

Forecasting

Pipeline visualization

Customizable reports

NICE Nexidia Analytics

Salesforce

Custom fields

Custom objects

Scripting environment

API for custom integration

NICE Nexidia Analytics

Salesforce

Single sign-on capability

Role-based user permissions

NICE Nexidia Analytics

Salesforce

Social data

Social engagement

NICE Nexidia Analytics

Salesforce

Marketing automation

Compensation management

NICE Nexidia Analytics

Salesforce

Mobile access

Pros

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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Cassandra Fulcher

Quality Assurance Analyst and Trainer

TriWest Healthcare AllianceConsumer Services, 1001-5000 employees

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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.

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Customer Success Manager

ReachForceComputer Software, 11-50 employees

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Cons

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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Jordan Lenaburg

Customer Service Supervisor

EsuranceInsurance, 1001-5000 employees

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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.

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Leslie Bradford

Sales & Operations

INTEGRIS SolutionsBuilding Materials, 11-50 employees

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Likelihood to Renew

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

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WaDee'ah Crowder

Customer Interaction Delivery Analyst

Allstate Financial Services, LLCFinancial Services, 10,001+ employees

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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

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Account Manager

Camelot EnterprisesApparel & Fashion, 11-50 employees

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Usability

NICE Nexidia Analytics 8.2

Based on 2 answers

Overall, navigating in the system is easy

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Verified User

Analyst in Quality Assurance

Insurance Company, 5001-10,000 employees

View all 2 answers on this topic

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.

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Salesforce.com Administrator

OPKO Diagnostics, LLCMedical Practice, 51-200 employees

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Reliability and Availability

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.

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Cassandra Fulcher

Quality Assurance Analyst and Trainer

TriWest Healthcare AllianceConsumer Services, 1001-5000 employees

View all 1 answers on this topic

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

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Corporate Controller / Director Sales

Solar WindsInformation Technology and Services, 501-1000 employees

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Performance

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.

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Cassandra Fulcher

Quality Assurance Analyst and Trainer

TriWest Healthcare AllianceConsumer Services, 1001-5000 employees

View all 1 answers on this topic

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

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Corporate Controller / Director Sales

Solar WindsInformation Technology and Services, 501-1000 employees

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Support Rating

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.

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Cassandra Fulcher

Quality Assurance Analyst and Trainer

TriWest Healthcare AllianceConsumer Services, 1001-5000 employees

View all 1 answers on this topic

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.

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Salesforce Administrator

AAPCHospital & Health Care, 201-500 employees

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In-Person Training

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.

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Cassandra Fulcher

Quality Assurance Analyst and Trainer

TriWest Healthcare AllianceConsumer Services, 1001-5000 employees

View all 1 answers on this topic

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

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Corporate Controller / Director Sales

Solar WindsInformation Technology and Services, 501-1000 employees

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Online Training

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.

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Cassandra Fulcher

Quality Assurance Analyst and Trainer

TriWest Healthcare AllianceConsumer Services, 1001-5000 employees

View all 1 answers on this topic

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

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Corporate Controller / Director Sales

Solar WindsInformation Technology and Services, 501-1000 employees

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Implementation Rating

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.

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Cassandra Fulcher

Quality Assurance Analyst and Trainer

TriWest Healthcare AllianceConsumer Services, 1001-5000 employees

View all 1 answers on this topic

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

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Corporate Controller / Director Sales

Solar WindsInformation Technology and Services, 501-1000 employees

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Alternatives Considered

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.

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Verified User

Analyst in Customer Service

Insurance Company, 1001-5000 employees

View all 37 answers on this topic

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.

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Business Development Strategist

Elevated ThirdMarketing and Advertising, 11-50 employees

View all 246 answers on this topic

Scalability

NICE Nexidia Analytics 9.1

Based on 1 answer

This is such a great product.

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Cassandra Fulcher

Quality Assurance Analyst and Trainer

TriWest Healthcare AllianceConsumer Services, 1001-5000 employees

View all 1 answers on this topic

Salesforce 10.0

Based on 2 answers

Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.

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Center of Innovation and Excellence Lead

The Mosaic CompanyFarming, 1001-5000 employees

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Return on Investment

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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Verified User

Director in Sales

Higher Education Company, 10,001+ employees

View all 37 answers on this topic

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.

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Irene Chivily Von Toussaint

Vice President, Operations

Precision Painting PlusConstruction, 11-50 employees

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Screenshots

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See All (3) Salesforce Screenshots

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

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Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

NICE Nexidia Analytics

Salesforce

NICE Nexidia Analytics

Salesforce

NICE Nexidia Analytics

Salesforce

NICE Nexidia Analytics

Salesforce

NICE Nexidia Analytics

Salesforce

NICE Nexidia Analytics

Salesforce

NICE Nexidia Analytics

Salesforce

NICE Nexidia Analytics

Salesforce

NICE Nexidia Analytics

Salesforce

NICE Nexidia Analytics

Salesforce

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