51 Ratings
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Score 7 out of 100
28 Ratings
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Score 7.3 out of 100

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.
Anonymous | TrustRadius Reviewer

Verint Workforce Engagement

On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
Rebecca Hunt | TrustRadius Reviewer

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.
Cassandra Fulcher | TrustRadius Reviewer

Verint Workforce Engagement

  • Blended forecasting – shift variety.
  • Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
  • Automated task scheduling - educated planning.
  • We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
  • Scorecard reporting –Visibility over performance.
  • Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
Gilbert Chinapen | TrustRadius Reviewer

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.
Jordan Lenaburg | TrustRadius Reviewer

Verint Workforce Engagement

  • I think the system needs better documentation, hard to find all the features and where to configure things
  • I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
  • Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
Andrew Makula | TrustRadius Reviewer

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
WaDee'ah Crowder | TrustRadius Reviewer

Verint Workforce Engagement

Verint Workforce Engagement 7.2
Based on 8 answers
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
Beth Seymour | TrustRadius Reviewer

Usability

NICE Nexidia Analytics

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

Verint Workforce Engagement

Verint Workforce Engagement 8.0
Based on 1 answer
Because its great
Anonymous | TrustRadius Reviewer

Reliability and Availability

NICE Nexidia Analytics

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.
Cassandra Fulcher | TrustRadius Reviewer

Verint Workforce Engagement

No score
No answers yet
No answers on this topic

Performance

NICE Nexidia Analytics

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.
Cassandra Fulcher | TrustRadius Reviewer

Verint Workforce Engagement

No score
No answers yet
No answers on this topic

Support Rating

NICE Nexidia Analytics

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.
Cassandra Fulcher | TrustRadius Reviewer

Verint Workforce Engagement

Verint Workforce Engagement 9.0
Based on 2 answers
Because its excellent tool
Anonymous | TrustRadius Reviewer

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.
Cassandra Fulcher | TrustRadius Reviewer

Verint Workforce Engagement

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.
Cassandra Fulcher | TrustRadius Reviewer

Verint Workforce Engagement

No score
No answers yet
No answers on this topic

Implementation Rating

NICE Nexidia Analytics

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.
Cassandra Fulcher | TrustRadius Reviewer

Verint Workforce Engagement

Verint Workforce Engagement 8.0
Based on 2 answers
I do not have any key insights regarding implementation of Verint
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Verint Workforce Engagement

Nice - a little more costly than Verint.Qfiniti - no comparison - Verint is so much more!!Automony AspectWe selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
Joyce Schofield | TrustRadius Reviewer

Scalability

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
This is such a great product.
Cassandra Fulcher | TrustRadius Reviewer

Verint Workforce Engagement

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.
Anonymous | TrustRadius Reviewer

Verint Workforce Engagement

  • The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon.
  • User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users.
  • The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason.
Anonymous | TrustRadius Reviewer

Pricing Details

NICE Nexidia Analytics

General

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

Verint Workforce Engagement

General

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

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