NICE Nexidia Analytics vs ZoomInfo

• 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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• Contact details are very reliable and almost always up to date. It saves me a lot of research I would have to do to get in touch with the right person.
• I like that I can save my searches to quickly return to them when I am working on those leads.
• Exporting leads is really simple and works great.
• Really easy to use. You can get up and running with it in about an hour without needing any tutorials or guides.

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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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• Showing Salesforce icon for companies on [websites] dashboard. We have a lot of accounts that are not big names, so knowing if the people on our website are clients or prospects in SF compared to new visitors would be nice[.]
• Not rush new users to use features they're not ready for[.]

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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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• ZoomInfo has many problems that [are] hard to tell management that it is worth the purchase[.]
• ZoomInfo has a limited number of people I can export. Instead of making it by # of lists, they use # of people which is annoying as I run out very quickly[.]

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