7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.2 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

RedHorse CRM

RedHorse CRM is not well suited for organizations that need full web access. It is not currently a SaaS application but can be used with Amazon and similar hosted servers.
Randy Tucker | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Customer data management / contact management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Workflow management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Territory management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Opportunity management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Integration with email client (e.g., Outlook or Gmail)
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Contract management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Quote & order management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Interaction tracking
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1

Customer Service & Support

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
8.2
Case management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Call center management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
6.4
Help desk management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1

Marketing Automation

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
8.6
Lead management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
8.2
Email marketing
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1

CRM Project Management

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Task management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Billing and invoicing management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Reporting
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1

CRM Reporting & Analytics

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
7.3
Forecasting
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
8.2
Pipeline visualization
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
4.5
Customizable reports
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1

Customization

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
8.6
Custom fields
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Custom objects
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Scripting environment
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
API for custom integration
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
7.3

Social CRM

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
6.4
Social data
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
6.4
Social engagement
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
6.4

Integrations with 3rd-party Software

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
6.8
Marketing automation
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Compensation management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
4.5

Platform

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
7.3
Mobile access
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
7.3

Security

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1
Role-based user permissions
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
RedHorse CRM
9.1

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

RedHorse CRM

  • Customer information management - retain complete information about the client, their company, social media conversations, product ownership and so on.
  • Sales process drive and automation - integrates with Constant Contact to provide marketing support for your sales team.
  • Customer support (Ticketing) - complete time and technology management. Know how many issues are arising and the response time to solutions. Create knowledge base as issues are resolved.
  • Integration to QuickBooks - Connects directly to QuickBooks in a manner that is solid and easy to use while maintaining security. Your sales and support team sees just what they need to see.
Randy Tucker | 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

RedHorse CRM

  • Really RedHorse is so full featured that it has few areas that need improvement. One feature that is not present but will be addressed in the future is true SaaS implementations.
Randy Tucker | 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

RedHorse CRM

As a CRM systems provider for 25+ years we have worked with a number of CRM products but so far none have the complete feature set like RedHorse. Salesforce.com gets very expensive for clients very quickly even though it is a good product. MS Dynamics CRM is a reasonable system but is very complex and expensive to maintain and/or customize.RedHorse provides the best of both along with the ease of use and non-complex customization.
Randy Tucker | 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

RedHorse CRM

  • RedHorse allows our team to focus on producing results for clients in a prompt and accurate manner.
  • Information is always available and the system is quick so our team and our clients appreciate the application.
  • Quoting a client is a breeze and the system is flexible.
Randy Tucker | 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

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) Editions & Modules

Additional Pricing Details

RedHorse CRM

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$895*

* per 5 users

RedHorse CRM Editions & Modules

Edition
RedHorse CRM Complete Edition$441
RedHorse CRM Essential Edition$291
RedHorse CRM Core Edition$91
RedHorse Mobile$101
  1. Per Seat per Month
Additional Pricing Details
Each edition is available as a perpetual license.

Rating Summary

Likelihood to Recommend

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
7.6
RedHorse CRM
9.1

Usability

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0
RedHorse CRM

Add comparison