NICE Nexidia Predictive Behavioral Routing vs. SAP Analytics Cloud

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

SAP Analytics Cloud is best suitable for companies using SAP S4HANA because built-in models are available to populate the data. LIVE data is synchronized to reflect real-time performance of organization and its single source of truth across the organization. Visualizations are upto the mark although learning curve is bit steep. SAP Analytics Cloud is suitable for almost all industry types supported by SAP S4HANA. We are simulating different scenarios to take better long term and tactical decisions.

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

• I like how this tool provides a detailed analysis of business intelligence (BI) data that helps us during creation of multipurpose dashboards and support for our business monitoring.
• I like the in-built templetes and real-time data modelling capabilities that helps us in our business analysis and data based decisions.
• Seamless Integrations with SAP suite of applications.
• Ready to use analytics and other ML models.

Incentivized

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

• Possibility of more advanced scripting for data transformation without analytics designer
• Provision to consider rate types from TCURR in SAC and should be able to write FX conversion logic considering rate types
• Read data directly from BW by reading aDSOs backend tables

SAP Analytical Cloud is providing all the features that I can do reports in an interactive way along with Predictive analysis. The latest updates from SAP also helps to fulfill the market needs in reporting.

Incentivized

SAP Analytics Cloud (SAC) is generally considered to be user-friendly and easy to use. It has an intuitive interface with a drag-and-drop functionality that makes it easy to create reports and charts, even for those who are new to the platform.

Incentivized

Since the implementation stage, the support team has been very helpful and assisting. Even in the later stages, the tech team had quite a rapid response. In general, SAP has provided us with great customer support, let it be for a specific product of SAP or for integration of different modules.

Incentivized

Good videos and reference material available in SAP Portal.

Incentivized

SAC is a simple solution ad it works fine when connecting it to other SAP tools. On the other hand, connecting it to third party solutions brings difficulties when there's no previous design and the objetives are not clear. It is really important to integrate Business users from the start to provide with valuable business insights

Incentivized

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

Service Now governance risk and compliance suite, ServiceNow vulnerability management suite, or Other vulnerability management tools like Qualys, InsightSecCloud, or Tenable have specific cases to create and evaluate, but what we want is to change every day with vulnerability and product because some vulnerabilities really impact us and some are like nothing so dealing it with great analytics are good to have.

Incentivized

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

• SAP has enabled us with better visibility into our Revenue from different sources and location.
• SAP has given good ROI as it has helped us in expansion, thus helped in more revenues.
• SAP is really costly, Our ROI should have been more better if we have got some functionality in the same price.

Incentivized