NICE Nexidia Predictive Behavioral Routing vs. Panoply

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.

Incentivized

Panoply is well suited for companies with large amounts of data that do not want all users of the company to see or view. It is appropriate for companies that have to store data for several years in case clients need the data. It is not made to constantly be downloading or looking at the documents.

Incentivized

• 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.

Incentivized

• Ease of data integrations. Importing data into the data warehouse is a point-and-click effort.
• Automated data modeling. The data is modeled in a way that facilitates analysis without having to look into it myself.
• Query speed. Automated query optimization has really sped up our dashboards.

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

• The user interface could use some improvement for analytical tools. Apart from that, it’s great.

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

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.

Incentivized

Panoply has much more storage and better organization tools for searching. There are better folders and tools for keeping documents secure and stored for a long period of time. It is better to offload data in mass than singular or Zip drive documents like you would do in Google Drive.

Incentivized

• Positive ROI
• Still assessing customer satisfaction
• Still assessing employee satisfaction

• 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