NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) vs NICE Uptivity

Likelihood to Recommend

Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.

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Verified User

Executive in Customer Service

Financial Services Company, 1001-5000 employees

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I really like the easy implementation of NICE Uptivity and getting familiar with all its features it takes no time and through the software, it's quite simple to generate the most effective and required services quality. Customer experience is excellent and useful business files management and easy access to various project documents and other data. Task management and easy project planning NICE Uptivity is a great choice and the performance of the tool is perfect.

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Rahim Khan

DevOps Engineer

Gumtree AustraliaInternet, 51-200 employees

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Pros

Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
Contains governors to minimize the impact on agents and customers during busy periods.
Ease of integration into our existing infrastructure.
Sales/support teams from Mattersight are fantastic.

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Brian Gillespie

Vice President, Forecasting & Financial Excellence

ComcastMedia Production, 10,001+ employees

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Uptivity's platform is easy to use and doesn't take a lot of training to use either as a user or as an admin.
Uptivity's platform is easy to troubleshoot and rarely has any issues in capturing all calls.

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Heather Vega

Sr. Quality Analyst

OuterwallConsumer Services, 1001-5000 employees

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Cons

ISG could use more in depth reporting that is available on demand.

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Josh Slater

VP of Sales

Infinity Sales GroupTelecommunications, 201-500 employees

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Receiving support is sometimes hard to get in my experience.
Other than that, nothing. It does what is says it does!

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Verified User

Engineer in Engineering

Construction Company, 201-500 employees

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Starting Price

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Starting Price

—

Alternatives Considered

The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.

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Brian Gillespie

Vice President, Forecasting & Financial Excellence

ComcastMedia Production, 10,001+ employees

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I could say that it is compared in a more personal way, since it is not a very well-known tool, many of its functions are for more private teams and for specific organizations.

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