7 Ratings
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Score 8 out of 100
4 Ratings
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Score 9.4 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

Panoply

Panoply is great for smaller organizations where analytics is critical, but it is unrealistic to hire a data engineer or build a data infrastructure. Panoply comes as a full data stack out of the box.
Anonymous | TrustRadius Reviewer

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

Panoply

  • It’s a good choice for building quick, multipurpose data stack for a variety of businesses needs.
John Cromwell | 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

Panoply

  • I hate the chat bots
  • The automated data ingestion is great, but does sometimes make for weird columns
Peter Weinberg | TrustRadius Reviewer

Usability

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) 8.0
Based on 1 answer
No answer on this topic is available.

Panoply

Panoply 10.0
Based on 1 answer
It’s a good choice for building a quick, multipurpose data stack for a variety of businesses needs.
John Cromwell | 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

Panoply

Panoply's time to value is much more rapid than Redshift, BigQuery, or Snowflake.
Anonymous | 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

Panoply

  • Saved time on Redshift setup
  • Saved support costs (monetary and temporal) by not having to set up on-premise
  • Widens the BI tool use in organization; lowers the barrier to entry and makes organization more productive in analytical terms
Peter Weinberg | TrustRadius Reviewer

Screenshots

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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

Panoply

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
$325*

* 2 million rows, 12.5 GB of storage, unlimited queries

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