7 Ratings
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Score 8 out of 100
20 Ratings
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Score 6.9 out of 100

Likelihood to Recommend

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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.
Anonymous | TrustRadius Reviewer

OpenText Magellan

If you do not have a large budget and are a large organization, I would steer clear of Actuate. If you are looking to do very complex washboarding, I would not use them. Your developers have to be very skilled to work with this. Plan to bring in consultants if necessary to help your process. Adhoc reporting is weak. If your pricing is user based and you expand, this could be very expensive.
Christopher Noyes | TrustRadius Reviewer

Feature Rating Comparison

BI Standard Reporting

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
8.0
Customizable dashboards
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
9.0
Report Formatting Templates
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
7.0

Ad-hoc Reporting

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
7.7
Drill-down analysis
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
5.0
Formatting capabilities
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
9.0
Report sharing and collaboration
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
9.0

Report Output and Scheduling

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
8.0
Publish to Web
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
9.0
Publish to PDF
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
9.0
Report Versioning
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
9.0
Report Delivery Scheduling
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
5.0

Access Control and Security

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
5.0
Role-Based Security Model
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
5.0
Multiple Access Permission Levels (Create, Read, Delete)
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
5.0
Single Sign-On (SSO)
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
5.0

Mobile Capabilities

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
3.0
Responsive Design for Web Access
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
3.0
Dashboard / Report / Visualization Interactivity on Mobile
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
3.0

Application Program Interfaces (APIs) / Embedding

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
6.2
REST API
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
5.0
Javascript API
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
9.0
Java API
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
5.0
Themeable User Interface (UI)
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
7.0
Customizable Platform (Open Source)
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
5.0

Pros

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • 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.
Brian Gillespie | TrustRadius Reviewer

OpenText Magellan

  • The report outputs can vary across different types such as HTML, PDF, and Excel
  • Their open source offering is very sufficient
  • There are great boards and blogs for developers and engineers to expand and use their features.
  • The people from the company that I've worked with are professional and courteous.
Bri Gipson | TrustRadius Reviewer

Cons

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • ISG could use more in depth reporting that is available on demand.
Josh Slater | TrustRadius Reviewer

OpenText Magellan

  • The documentation on all the available features, but most importantly on the scripting side, can be improved
  • The standard look & feel of some basic options, like parameter selection or sorting and filtering, looks dated and can't be customized
  • The server portal needs to provide better tools
  • More integration is needed with other OpenText products
Martin Rubens | TrustRadius Reviewer

Likelihood to Renew

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

OpenText Magellan

OpenText Magellan 3.9
Based on 9 answers
I am no longer working for the company that was using Actuate but I believe they would continue to use it because the stitching costs would be to high. It would require a complete rewrite of the reports and the never version of Actuate (BIRT) even required an almost complete report rewrite
Todd Bellamy | TrustRadius Reviewer

Support Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

OpenText Magellan

OpenText Magellan 9.1
Based on 1 answer
Always there on the front and backend for us and the client.
Jeffrey Fischer | TrustRadius Reviewer

Alternatives Considered

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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.
Brian Gillespie | TrustRadius Reviewer

OpenText Magellan

I've used JReports and Actuate is very similar but seems to have a lot more customization features for the end user of BIRT reports.
Amy Broome | TrustRadius Reviewer

Return on Investment

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction
Kim Suarez | TrustRadius Reviewer

OpenText Magellan

  • Actuate can handle 50 to 60 sub reports inside a report very well.
  • Dynamically creating the datasource, chart, graph, reports are the main advantages. We can do any level of drilling, and can create a performance matrix dashboard efficiently.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

General

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

OpenText Magellan

General

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

Rating Summary

Likelihood to Recommend

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
7.6
OpenText Magellan
7.0

Likelihood to Renew

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
3.9

Usability

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0
OpenText Magellan

Support Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
OpenText Magellan
9.1

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