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Top Rated
247 Ratings
7 Ratings
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Score 8 out of 100

Talkdesk

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Top Rated
247 Ratings
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Score 8.1 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

Talkdesk

It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.
Bill Cummings | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.7
Agent dashboard
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.4
Validate callers
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.6
Outbound response
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.9
Call forwarding
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.9
Click-to-call (CTC)
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
9.0
Warm transfer
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
9.0
Predictive dialing
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.4
Interactive voice response
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
9.0
REST APIs
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.5
Call scripts
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.8
Call tracking
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
9.0
Multichannel integration
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.2
CRM software integration
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.5

Workforce Optimization (WFO)

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.5
Inbound call routing
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.8
Omnichannel inbound routing
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.6
Recording
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
9.3
Quality management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.4
Call analytics
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.2
Historical reporting
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.5
Live reporting
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.2
Customer surveys
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.4
Customer interaction analytics
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.4

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

Talkdesk

  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta | 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

Talkdesk

  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. | TrustRadius Reviewer

Likelihood to Renew

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.9
Based on 2 answers
We are invested! :)
Taylor Pineiro | 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.

Talkdesk

Talkdesk 9.3
Based on 32 answers
Talkdesk is incredibly easy to use! Its usability is one of its strongest qualities. The pie charts are especially my favorite. I love that you're able to click into them to see more specific instances of your queues and availability. This is one of the biggest reasons I would use this system!
Kyler D | TrustRadius Reviewer

Support Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.9
Based on 110 answers
We usually had a fast and good response from support, although some solutions weren't the best one for them. For example, we asked to change the dial tone once, which was really annoying, and we had to exchange a lot of emails to get to an agreement, and their solution, which did actually work for us, was to just lower down the volume of the dial tone without changing it.
Thiago Leal | TrustRadius Reviewer

Implementation Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro | 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

Talkdesk

I like both Freshdesk and Close.io in addition to Talkdesk, but the main difference is Talkdesk is better for midsize-to-large enterprises. Close.io works well for 10 people, and Freshdesk can work well for just 1 or 2 support reps, but Talkdesk was the right software for a company of our size. Talkdesk is also a good solution for multi-department teams - ie, sales and support, rather than being JUST a support software or JUST a sales-team-geared software
Becky Jewell Laughton | 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

Talkdesk

  • So far, Talkdesk has been a great asset to our Customer Service Department. We have been in business for 10 years and this software has been great and multifunctional.
  • During outages with Talkdesk, it does impact our ability to reach out to our customers. Hoping for quicker resolutions when these situations happen.
  • Talkdesk is a wonderful tool during review time. Management is able to see each individual's stats and create a thorough report.
Sanaz Salmassi | 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

Talkdesk

General

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

Rating Summary

Likelihood to Recommend

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
7.6
Talkdesk
8.5

Likelihood to Renew

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
7.9

Usability

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0
Talkdesk
9.3

Support Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
8.9

Implementation Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Talkdesk
7.0

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