NICE Nexidia Analytics vs Vantage Point | TrustRadius

What users are saying about

Score 7 out of 10

Based on 51 reviews and ratings

Score 3.8 out of 10

Based on 3 reviews and ratings

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

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Global Operations Manager, Analytics and Process Automation

QualtricsComputer Software, 1001-5000 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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Customer support/success - We didn't get any support from them after implementation.
Not Mac compatible - They said they had a way you could VPN in, but it didn't work.
The programming required is complex. It's not clear if this is meant as a DIY or if you should send things in to be programmed. We were told to send things in, but wouldn't hear back for extended periods of time.

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Director of analytics

QualtricsInternet, 1001-5000 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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No score

No answers yet

No answers on this topic

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

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No score

No answers yet

No answers on this topic

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

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No score

No answers yet

No answers on this topic

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

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No score

No answers yet

No answers on this topic

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

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Vantage Point 1.0

Based on 1 answer

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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Director of analytics

QualtricsInternet, 1001-5000 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

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No score

No answers yet

No answers on this topic

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

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No score

No answers yet

No answers on this topic

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

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No score

No answers yet

No answers on this topic

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

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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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Director of analytics

QualtricsInternet, 1001-5000 employees

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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

No score

No answers yet

No answers on this topic

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

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

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Global Operations Manager, Analytics and Process Automation

QualtricsComputer Software, 1001-5000 employees

View all 2 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

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