NICE Nexidia Predictive Behavioral Routing vs. Shiny

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

Shiny is well suited where an organisation is looking to empower their analysts to minimise time spent on repetitive analysis by deploying repeatable analytical pipelines, but also looking for them to add greater value to the organisation by utilising more advanced analytical techniques. Ideally it is well suited where IT are on board and supportive of some of the more advanced features such as deploying R Shiny dashboards.

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

• Data tables are appealing to look at.
• Enables us to create trend indexes in an effective way.
• Easy to integrate with the rest of my R syntax.

Incentivized

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

• Easier ways to connect to data sources
• Better access control for different roles in the organization
• Video material that allows a better learning experience

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

- Faster response working with a large amount of data. - R Studio connection and flexibility. - Scenarios modelling.

Incentivized

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

• We saw a good involvement to researchers when showing their models in shiny.
• We can have a quicker review from the user when the model is in production.
• False positives can be found easily and they help the retraining of the model.

Incentivized