What users are saying about
57 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.1 out of 100
Based on 57 reviews and ratings
Salesforce
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Top Rated
2999 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 2999 reviews and ratings
- Feature Set Ratings
- Attribute Ratings
- Likelihood to Recommend
- Pros
- Cons
- Pricing Details
- Likelihood to Renew
- Usability
- Reliability and Availability
- Performance
- Support Rating
- In-Person Training
- Online Training
- Implementation Rating
- Alternatives Considered
- Contract Terms and Pricing Model
- Scalability
- Professional Services
- Return on Investment
- Screenshots
Feature Set Ratings
Sales Force Automation
NICE Nexidia Analytics
Feature Set Not Supported
N/A
8.0
Salesforce
80%
Salesforce.com ranks higher in 9/9 features
Salesforce.com ranks higher in 9/9 features
Customer data management / contact management
N/A
0 Ratings
8.3
83%
186 Ratings
Workflow management
N/A
0 Ratings
8.1
81%
177 Ratings
Territory management
N/A
0 Ratings
7.8
78%
146 Ratings
Opportunity management
N/A
0 Ratings
8.5
85%
182 Ratings
Integration with email client (e.g., Outlook or Gmail)
N/A
0 Ratings
7.7
77%
170 Ratings
Contract management
N/A
0 Ratings
7.9
79%
143 Ratings
Quote & order management
N/A
0 Ratings
7.8
78%
135 Ratings
Interaction tracking
N/A
0 Ratings
8.2
82%
157 Ratings
Channel / partner relationship management
N/A
0 Ratings
7.9
79%
128 Ratings
Customer Service & Support
NICE Nexidia Analytics
Feature Set Not Supported
N/A
8.5
Salesforce
85%
Salesforce.com ranks higher in 3/3 features
Salesforce.com ranks higher in 3/3 features
Case management
N/A
0 Ratings
9.0
90%
57 Ratings
Call center management
N/A
0 Ratings
8.4
84%
43 Ratings
Help desk management
N/A
0 Ratings
8.3
83%
47 Ratings
Marketing Automation
NICE Nexidia Analytics
Feature Set Not Supported
N/A
8.1
Salesforce
81%
Salesforce.com ranks higher in 2/2 features
Salesforce.com ranks higher in 2/2 features
Lead management
N/A
0 Ratings
8.3
83%
170 Ratings
Email marketing
N/A
0 Ratings
8.0
80%
144 Ratings
CRM Project Management
NICE Nexidia Analytics
Feature Set Not Supported
N/A
7.7
Salesforce
77%
Salesforce.com ranks higher in 3/3 features
Salesforce.com ranks higher in 3/3 features
Task management
N/A
0 Ratings
7.8
78%
159 Ratings
Billing and invoicing management
N/A
0 Ratings
6.7
67%
37 Ratings
Reporting
N/A
0 Ratings
8.4
84%
123 Ratings
CRM Reporting & Analytics
NICE Nexidia Analytics
Feature Set Not Supported
N/A
8.3
Salesforce
83%
Salesforce.com ranks higher in 3/3 features
Salesforce.com ranks higher in 3/3 features
Forecasting
N/A
0 Ratings
8.1
81%
158 Ratings
Pipeline visualization
N/A
0 Ratings
8.3
83%
174 Ratings
Customizable reports
N/A
0 Ratings
8.4
84%
182 Ratings
Customization
NICE Nexidia Analytics
Feature Set Not Supported
N/A
8.3
Salesforce
83%
Salesforce.com ranks higher in 4/4 features
Salesforce.com ranks higher in 4/4 features
Custom fields
N/A
0 Ratings
8.4
84%
175 Ratings
Custom objects
N/A
0 Ratings
8.5
85%
167 Ratings
Scripting environment
N/A
0 Ratings
8.1
81%
126 Ratings
API for custom integration
N/A
0 Ratings
8.2
82%
146 Ratings
Security
NICE Nexidia Analytics
Feature Set Not Supported
N/A
8.7
Salesforce
87%
Salesforce.com ranks higher in 2/2 features
Salesforce.com ranks higher in 2/2 features
Single sign-on capability
N/A
0 Ratings
8.6
86%
144 Ratings
Role-based user permissions
N/A
0 Ratings
8.8
88%
136 Ratings
Social CRM
NICE Nexidia Analytics
Feature Set Not Supported
N/A
8.1
Salesforce
81%
Salesforce.com ranks higher in 2/2 features
Salesforce.com ranks higher in 2/2 features
Social data
N/A
0 Ratings
8.1
81%
115 Ratings
Social engagement
N/A
0 Ratings
8.1
81%
113 Ratings
Integrations with 3rd-party Software
NICE Nexidia Analytics
Feature Set Not Supported
N/A
8.0
Salesforce
80%
Salesforce.com ranks higher in 2/2 features
Salesforce.com ranks higher in 2/2 features
Marketing automation
N/A
0 Ratings
8.1
81%
149 Ratings
Compensation management
N/A
0 Ratings
8.0
80%
100 Ratings
Platform
NICE Nexidia Analytics
Feature Set Not Supported
N/A
8.2
Salesforce
82%
Salesforce.com ranks higher in 1/1 features
Salesforce.com ranks higher in 1/1 features
Mobile access
N/A
0 Ratings
8.2
82%
158 Ratings
Attribute Ratings
- NICE Nexidia Analytics is rated higher in 3 areas: Likelihood to Recommend, Support Rating, In-Person Training
- Salesforce.com is rated higher in 6 areas: Likelihood to Renew, Usability, Availability, Performance, Implementation Rating, Product Scalability
- NICE Nexidia Analytics and Salesforce.com are tied in 1 area: Online Training
Likelihood to Recommend
9.0
NICE Nexidia Analytics
90%
39 Ratings
8.0
Salesforce
80%
304 Ratings
Likelihood to Renew
9.1
NICE Nexidia Analytics
91%
3 Ratings
9.5
Salesforce
95%
50 Ratings
Usability
8.2
NICE Nexidia Analytics
82%
2 Ratings
8.3
Salesforce
83%
91 Ratings
Availability
9.1
NICE Nexidia Analytics
91%
2 Ratings
9.8
Salesforce
98%
54 Ratings
Performance
7.3
NICE Nexidia Analytics
73%
2 Ratings
9.0
Salesforce
90%
36 Ratings
Support Rating
9.1
NICE Nexidia Analytics
91%
2 Ratings
7.8
Salesforce
78%
118 Ratings
In-Person Training
9.1
NICE Nexidia Analytics
91%
1 Rating
7.9
Salesforce
79%
11 Ratings
Online Training
9.1
NICE Nexidia Analytics
91%
1 Rating
9.1
Salesforce
91%
15 Ratings
Implementation Rating
9.1
NICE Nexidia Analytics
91%
2 Ratings
9.4
Salesforce
94%
32 Ratings
Contract Terms and Pricing Model
NICE Nexidia Analytics
N/A
0 Ratings
9.1
Salesforce
91%
10 Ratings
Product Scalability
9.1
NICE Nexidia Analytics
91%
1 Rating
10.0
Salesforce
100%
2 Ratings
Professional Services
NICE Nexidia Analytics
N/A
0 Ratings
9.3
Salesforce
93%
8 Ratings
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 employeesSalesforce
Ability to create dashboards. The project progress can be easily tracked. Tickets can be fed with all the right data and the same can be exported. You can customize the fields as per your usage. Can be used for multiple projects. The reports generated are accurate in nature and can be used for making important decisions and improvements.

Verified User
Consultant in Engineering
Computer Software Company, 10,001+ employeesPros
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
Salesforce
- Salesforce.com is extremely customizable. I would not consider it an out-of-the-box solution, although its standard fields allow for fundamental CRM activities and reporting.
- Salesforce.com is able to integrate with 100s of third-party softwares—often times creating efficiencies in processes.
- Reports within Salesforce.com have the ability to be simple as a standard Account report, or you can get very granular with your report filtering to segment a very specific result, eg. Accounts in California who are active clients and fall within the pharmaceutical industry and have a specified market capitalization.
Sr. Strategic Development Manager, B2D
Intouch GroupMarketing and Advertising, 1001-5000 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
Salesforce
- Would like easier integration of Einstein data in Salesforce Dashboards so we do not have to navigate to the Analytics Studio.
- Quicker adoption of custom objects into new offerings like the Pipeline Navigator.
- Continued expansion of Salesforce Surveys for more features and flexibility.

Verified User
Director in Sales
Transportation/Trucking/Railroad Company, 10,001+ 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
—NICE Nexidia Analytics Editions & Modules
—
Additional Pricing Details
—Salesforce
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$25 per month
Salesforce Editions & Modules
Edition
Essentials | $25.001 |
---|---|
Professional | $75.001 |
Enterprise | $150.001 |
Unlimited | $300.002 |
- Per User/Per Month
- Per user/Per month
Additional Pricing Details
—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
Salesforce
Salesforce 9.5
Based on 50 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
Account Manager
Camelot EnterprisesApparel & Fashion, 11-50 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 employeesSalesforce
Salesforce 8.3
Based on 91 answers
Compared to the Salesforce Classic layout, the Lightning Experience is very user-friendly. Customize your top navigation bar to include quick links to your most frequently used records, objects, or reports. There are free online courses from Salesforce called "Trail Heads" to help new users get acquainted with the CRM. As a whole, it's a well-designed and user-friendly website. All is well, and there have been no problems so far.
Software Engineer
Prime Tech Solutions Ltd.Information Technology & Services, 51-200 employees
Reliability 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
Salesforce
Salesforce 9.8
Based on 54 answers
Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
Salesforce.com Administrator
OPKO Diagnostics, LLCMedical Practice, 51-200 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
Salesforce
Salesforce 9.0
Based on 36 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
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
Corporate Controller / Director Sales
Solar WindsInformation Technology and Services, 501-1000 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
Salesforce
Salesforce 7.8
Based on 118 answers
Account managers are awesome for the most part but change every year. So just as they are getting to know your business they usually switch accounts. We have premier success now which gives us 24/7 access to support, which has been helpful as we deal with integration issues with APIs and across Salesforce products.

Verified User
C-Level Executive in Marketing
Consumer Goods Company, 51-200 employeesIn-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
Salesforce
Salesforce 7.9
Based on 11 answers
I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.
I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business

Verified User
Analyst in Sales
Computer Software Company, 501-1000 employeesOnline 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
Salesforce
Salesforce 9.1
Based on 15 answers
I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.
We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this

Verified User
Program Manager in Information Technology
Computer Software Company, 501-1000 employeesImplementation 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
Salesforce
Salesforce 9.4
Based on 32 answers
Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.

Verified User
Employee in Marketing
Computer Software Company, 11-50 employeesAlternatives 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 employeesSalesforce
When evaluating a CRM solution for our company we had a fairly simple decision process. We had to decide to buy vs build an internal solution - which we found for the cost Salesforce would save from development / IT perspective and provide a more robust solution. The closest out of the box competitor we looked at was the Microsoft Dynamics CRM product -and again, we found Salesforce to be a more robust / cost effective solution.

Verified User
General Manager in Corporate
Financial Services Company, 1-10 employeesContract Terms and Pricing Model
NICE Nexidia Analytics
No score
No answers yet
No answers on this topic
Salesforce
Salesforce 9.1
Based on 10 answers
The contract process was arduous. Some of that was because of the purchasing issues with our university, but as mentioned previously, we got a quote for a package and then they also recommended add-on fees. These were things we did not end up going with because we had budgeted based on the originally quoted amount. This has slowed down our implementation phase and meant we were paying for two CRM software for longer than I would have liked.

Verified User
Professional in Professional Services
Higher Education Company, 1001-5000 employeesScalability
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
Salesforce
Salesforce 10.0
Based on 2 answers
I've worked with Salesforce since 2001 in companies ranging from 4 to hundreds of sales people and the system has been able to scale and perhaps more importantly expand (functionally) to the needs of larger organizations. In fact in my previous company, as a provider of a solution that integrated with Salesforce, we had customers that had thousands of sales people using Salesforce.

Verified User
Consultant in Sales
Printing Company, 11-50 employeesProfessional Services
NICE Nexidia Analytics
No score
No answers yet
No answers on this topic
Salesforce
Salesforce 9.3
Based on 8 answers
Using Salesforce.com has made my daily routines more efficient and simplified the manual tasks I had to perform independently. I can now access data from any device, online or offline, and provide better guidance to my team about the forecasts provided by the built-in artificial intelligence (AI). A chat with a Salesforce support specialist would be great. The knowledge base has a community forum where Salesforce users can ask questions and learn more about the product.
Customer Relationship Management Specialist
Green Light LtdInformation Technology & Services, 51-200 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+ employeesSalesforce
- Companies that either hire consulting expertise or have in-house experts will benefit the most. It can be a powerful tool. Manage it correctly and there will be great benefits.
- Conversely, if companies don't implement Salesforce.com with a plan, there will be frustration and small if any ROI realized.
Integration Engineer
Goin Solutions, Inc.Computer Software, 1-10 employees