7 Ratings
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Score 8 out of 100
10 Ratings
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Score 8.9 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

SAP Predictive Analytics

It's a great tool to merge actual data analysis (which Lumira doesn't do that well) with visualization (which Lumira does well) - so it can be seen as Lumira for data analysts. However, a lot of the 'predictive' side is hidden/black box which can be frustrating for those analysts, so you could argue it is too complex for casual users, but too 'black box' for analysts.
Josh Anderson | 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

SAP Predictive Analytics

  • It doesn't require you to have a Ph.D. to build models!
  • You can use it to address a very large and wide dataset without worrying about sampling.
  • Automation is in the product DNA. You can prepare your data, ingest it into the "Kernel", then get insights about what was found, decide to publish it and schedule scoring tasks or model refresh in the same product.
Abdelhalim DADOUCHE | 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

SAP Predictive Analytics

  • It's extremely hard to get started. We even have a data scientist who, when we put Predictive Analytics in front of them, they could not intuitively create a data model and start analyzing. Even with deep knowledge of data analysis, the interface isn't intuitive and it's hard to get to the point of having imported a data set and start analyzing/predicting
  • Our platform team had confusion installing Predictive Analytics, particularly on the BI Platform. Additional complexity came when it came to using APL Libraries (AFL Wrapper or Stored Procedures)
  • We are still working on merging datasets. In theory, we get how to do it but we come across all sorts of issues which don't occur in Spotfire (missing records etc.)
Josh Anderson | 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.

SAP Predictive Analytics

SAP Predictive Analytics 6.0
Based on 1 answer
the UI is a bit dated and available as a desktop tool mostly.
Abdelhalim DADOUCHE | TrustRadius Reviewer

Support Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

SAP Predictive Analytics

SAP Predictive Analytics 7.0
Based on 1 answer
The documentation provides an explanation about what features are available but not necessarily what's happening behind the scenes. On the other side, the "community" has grown since the acquisition and most questions are properly addressed by SAP folks. Since the "product maintenance" mode announcement was made, there wasn't much new content published except on the Smart Predict side (which is built by the SAP Predictive Analytics team)
Abdelhalim DADOUCHE | 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

SAP Predictive Analytics

We have typically used Spotfire for data analysis but decided to move to SAP Business Objects due to its innate connection with SAP. I found Lumira to be good for visualizations but it is not meant for data analysis. Therefore, we have introduced Predictive Analytics to see if it can fill that gap. So far, it's been far less intuitive than Spotfire to get started, and as far as I am aware so far, it does not bring many additional capabilities. I do, however, like that it utilizes the Lumira look/feel and integrates very well.
Josh Anderson | 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

SAP Predictive Analytics

  • It will potentially save time in forecast creation by giving an algorithm-derived forecast which can then be adjusted vs. starting from scratch. We can call this, a system enabled forecast
  • Thresholds can be created based on historical data to flag actuals as in/out of the 'norm', or to limit the scope of an investigation
  • We spent a lot of time so far and haven't got very far with it - it's been quite frustrating to use and a lot of time/money has been invested
Josh Anderson | TrustRadius Reviewer

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

SAP Predictive Analytics

General

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

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