What users are saying about
57 Ratings
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Score 9.1 out of 100
29 Ratings
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Score 8.8 out of 100

Attribute Ratings

  • NICE Nexidia Analytics is rated higher in 1 area: Likelihood to Recommend
  • ZOOM Quality Management Suite is rated higher in 1 area: Support Rating

Likelihood to Recommend

9.0

NICE Nexidia Analytics

90%
39 Ratings
8.6

ZOOM QM Suite

86%
9 Ratings

Likelihood to Renew

9.1

NICE Nexidia Analytics

91%
3 Ratings

ZOOM QM Suite

N/A
0 Ratings

Usability

8.2

NICE Nexidia Analytics

82%
2 Ratings

ZOOM QM Suite

N/A
0 Ratings

Availability

9.1

NICE Nexidia Analytics

91%
2 Ratings

ZOOM QM Suite

N/A
0 Ratings

Performance

7.3

NICE Nexidia Analytics

73%
2 Ratings

ZOOM QM Suite

N/A
0 Ratings

Support Rating

9.1

NICE Nexidia Analytics

91%
2 Ratings
10.0

ZOOM QM Suite

100%
2 Ratings

In-Person Training

9.1

NICE Nexidia Analytics

91%
1 Rating

ZOOM QM Suite

N/A
0 Ratings

Online Training

9.1

NICE Nexidia Analytics

91%
1 Rating

ZOOM QM Suite

N/A
0 Ratings

Implementation Rating

9.1

NICE Nexidia Analytics

91%
2 Ratings

ZOOM QM Suite

N/A
0 Ratings

Product Scalability

9.1

NICE Nexidia Analytics

91%
1 Rating

ZOOM QM Suite

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.
Anonymous | TrustRadius Reviewer

ZOOM QM Suite

Zoom management suite is well suited for companies that have enforced call center optimization software previously. Coming from other software, Zoom makes the transition very smooth. But, if a call center software has never been used in a workplace, I feel like this isn't the place to start. There is a pretty steep learning curve.
Bailey Testerman | 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

ZOOM QM Suite

  • Recording Agent interactions. It is simple and easy to adopt and retrieving them is also convenient.
  • The follow up with the customer experience is smooth and flawless.
  • The ease of initial installation and the operations of it including adding and removing agents.
Alfred Brock | 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

ZOOM QM Suite

  • The user to manipulate the tool has to full pass through training.
  • Support availability is low.
  • Complex project handling is also slow.
Hannah Caleb | 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

Starting Price

ZOOM QM Suite

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
WaDee'ah Crowder | TrustRadius Reviewer

ZOOM QM Suite

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
Anonymous | TrustRadius Reviewer

ZOOM QM Suite

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.
Cassandra Fulcher | TrustRadius Reviewer

ZOOM QM Suite

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.
Cassandra Fulcher | TrustRadius Reviewer

ZOOM QM Suite

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.
Cassandra Fulcher | TrustRadius Reviewer

ZOOM QM Suite

ZOOM QM Suite 10.0
Based on 2 answers
At the moment there is no reason to use the ZOOM support.
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

ZOOM QM Suite

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

ZOOM QM Suite

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.
Cassandra Fulcher | TrustRadius Reviewer

ZOOM QM Suite

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.
Anonymous | TrustRadius Reviewer

ZOOM QM Suite

ZOOM Quality Management Suite has better stability and is more user-friendly. ZOOM Quality Management Suite has better auditing features when trying to assess the performance of the users. My personal impression is that Zoom Quality Management uses less bandwidth than its competitors thus making it easier to interact with the tools we use on a day-to-day basis.
Anonymous | 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

ZOOM QM Suite

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

ZOOM QM Suite

  • Staff feels more equipped to handle calls well.
  • Follow up after calls have been more successful.
  • Benchmarking process improvements is easier.
Bailey Testerman | TrustRadius Reviewer

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