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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Uptivity is well suited if you are just wanting to record calls and monitor them. It's very basic but does the job well for what we use it for. It would be less appropriate if we are looking for additional insights.

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Heather Vega

Sr. Quality Analyst

OuterwallConsumer Services, 1001-5000 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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Uptivity's platform does not provide a way to calibrate and report on that calibration.
Uptivity's platform reporting is fairly limited and clunky to use.
Uptivity's technical support has some improvement to make. Over the six years that I have worked with the system I rarely have had resolution within the SLA's set forth in our contract. Not once has someone been able to connect through VPN to troubleshoot without having us having to assist them even after countless meetings that supposedly resolved their issues in doing so.

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Heather Vega

Sr. Quality Analyst

OuterwallConsumer Services, 1001-5000 employees

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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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Uptivity by far works better than NICE. I have many issue when trying to pull up calls, locate calls, and evaluate calls within the NICE platform however with the simple logic of Uptivity I never have issues.Comparing Uptivity to Tantacom I would say that they are basically the same in ease of use.

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Heather Vega

Sr. Quality Analyst

OuterwallConsumer Services, 1001-5000 employees

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Return on Investment

Positive ROI
Still assessing customer satisfaction
Still assessing employee satisfaction

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Kim Suarez

VP, Medical Operations and Customer Experience

Priority HealthHealth, Wellness and Fitness, 501-1000 employees

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There have not really been any.

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Heather Vega

Sr. Quality Analyst

OuterwallConsumer Services, 1001-5000 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

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No