NICE Nexidia Analytics vs Tableau Desktop

• 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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• With Tableau you do not need to have technical knowledge to do the data integration and you get a quick response of what you are looking for, being your visualization of high quality.
• We can say that it is free software and it is not a limited version

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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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• Tableau is ill-suited to work with SSAS cubes, at least when you are used to analysis within Microsoft tools
• Data preparation is not up-to-par with other leading vendor tools (although can be improved through Alteryx if you have access to it)
• The ease-of-use is true for basic analysis, but rapidly gives way to a steep learning curve with more complex queries or when the business context is more mathematics oriented

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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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• Tableau has provided my clients with the information necessary to allocate multi-million dollar research budgets effectively, ensuring the company is getting the most bang for its buck.
• Tableau has given my office the ability to present data quickly and easily in a professional format that customers can understand, and has them returning frequently for additional analysis and projects.

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