What users are saying about

NICE Nexidia Analytics vs Vantage Point

NICE Nexidia Analytics
57 Ratings
Vantage Point
4 Ratings

NICE Nexidia Analytics

57 Ratings
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Score 9.1 out of 100

Based on 57 reviews and ratings

Vantage Point

4 Ratings
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Score 1.9 out of 100

Based on 4 reviews and ratings

Attribute Ratings

  • NICE Nexidia Analytics is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

9.0

NICE Nexidia Analytics

90%
39 Ratings
1.9

Vantage Point

19%
3 Ratings

Likelihood to Renew

9.1

NICE Nexidia Analytics

91%
3 Ratings

Vantage Point

N/A
0 Ratings

Usability

8.2

NICE Nexidia Analytics

82%
2 Ratings

Vantage Point

N/A
0 Ratings

Availability

9.1

NICE Nexidia Analytics

91%
2 Ratings

Vantage Point

N/A
0 Ratings

Performance

7.3

NICE Nexidia Analytics

73%
2 Ratings

Vantage Point

N/A
0 Ratings

Support Rating

9.1

NICE Nexidia Analytics

91%
2 Ratings
1.0

Vantage Point

10%
2 Ratings

In-Person Training

9.1

NICE Nexidia Analytics

91%
1 Rating

Vantage Point

N/A
0 Ratings

Online Training

9.1

NICE Nexidia Analytics

91%
1 Rating

Vantage Point

N/A
0 Ratings

Implementation Rating

9.1

NICE Nexidia Analytics

91%
2 Ratings

Vantage Point

N/A
0 Ratings

Product Scalability

9.1

NICE Nexidia Analytics

91%
1 Rating

Vantage Point

N/A
0 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.

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Anonymous | TrustRadius Reviewer
Verified User
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Vantage Point

It's great if you have a small contact center and are very comfortable with Vantage Point's coding, and you don't use Macs. Outside of that it can be a pretty tough platform to use. If you are running a large contact center or anything that will change much, I wouldn't recommend Vantage Point

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Luke Ferrel | TrustRadius Reviewer
Luke Ferrel
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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.

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Cassandra Fulcher | TrustRadius Reviewer
Cassandra Fulcher
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Vantage Point

  • Queue by queue predictions
  • Visibility into availability
  • Projected responsiveness based on availability
  • Schedule optimization

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Luke Ferrel | TrustRadius Reviewer
Luke Ferrel
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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.

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Jordan Lenaburg | TrustRadius Reviewer
Jordan Lenaburg
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Vantage Point

  • Predications are not accurate, much less than 80% they advertise
  • Price point is high
  • Try to charge you for indicators [that] would be free on literally any platform, MACD for example

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Nick Vessey | TrustRadius Reviewer
Nick Vessey
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Pricing Details

NICE Nexidia Analytics

General

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

Starting Price

—

Vantage Point

General

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

Starting Price

—

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

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WaDee'ah Crowder | TrustRadius Reviewer
WaDee'ah Crowder
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Vantage Point

No score
No answers yet
No answers on this topic

Usability

NICE Nexidia Analytics

NICE Nexidia Analytics 8.2
Based on 2 answers
Overall, navigating in the system is easy

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Anonymous | TrustRadius Reviewer
Verified User
View all 2 answers on this topic

Vantage Point

No score
No answers yet
No answers on this topic

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.

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Cassandra Fulcher | TrustRadius Reviewer
Cassandra Fulcher
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Vantage Point

No score
No answers yet
No answers on this topic

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.

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Cassandra Fulcher | TrustRadius Reviewer
Cassandra Fulcher
View all 2 answers on this topic

Vantage Point

No score
No answers yet
No answers on this topic

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.

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Cassandra Fulcher | TrustRadius Reviewer
Cassandra Fulcher
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Vantage Point

Vantage Point 1.0
Based on 2 answers
We didn't have a clear operating agreement, and whenever we would call or email them they would tell us they were working on something, then we wouldn't hear back. We could have solved the problems ourselves if we had known we needed to - poor communication

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Luke Ferrel | TrustRadius Reviewer
Luke Ferrel
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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.

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Cassandra Fulcher | TrustRadius Reviewer
Cassandra Fulcher
View all 1 answers on this topic

Vantage Point

No score
No answers yet
No answers on this topic

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.

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Cassandra Fulcher | TrustRadius Reviewer
Cassandra Fulcher
View all 1 answers on this topic

Vantage Point

No score
No answers yet
No answers on this topic

Implementation 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.

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Cassandra Fulcher | TrustRadius Reviewer
Cassandra Fulcher
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Vantage Point

No score
No answers yet
No answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
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Vantage Point

We picked Vantage Point based on functionality and price. We wanted something that was purely wfm and not anything else. Vantage Point has an a la carte solution and is very economical. In some ways, the failure of Vantage Point for our application wasn't Vantage Point's fault. We didn't dedicate as many resources as needed. That said, we didn't feel we got any support from their team

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Luke Ferrel | TrustRadius Reviewer
Luke Ferrel
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Scalability

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
This is such a great product.

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Cassandra Fulcher | TrustRadius Reviewer
Cassandra Fulcher
View all 1 answers on this topic

Vantage Point

No score
No answers yet
No answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 39 answers on this topic

Vantage Point

  • Huge impact on staffing. 10% saving based on better utilization of agents.
  • More frequent SLA attainment.

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Luke Ferrel | TrustRadius Reviewer
Luke Ferrel
View all 3 answers on this topic

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