NICE Nexidia Predictive Behavioral Routing vs. SAP Predictive Analytics

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

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.

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

• 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.

Incentivized

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

• Working with this software is very simple and enjoyable for me as [an] IT consultant and expert, but it is a bit complicated for novice users.
• Some big data takes more time‌to load, which I think could be faster

Incentivized

the UI is a bit dated and available as a desktop tool mostly.

Incentivized

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)

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

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.

Incentivized

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

• Proper forecasting increases our credibility with partners and customers
• Forecasting determines the amount of investment in each sector and reduces the cost of additional costs

Incentivized