7 Ratings
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Score 8 out of 101
Top Rated
71 Ratings
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Score 7.2 out of 101

Likelihood to Recommend

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

The core function of the center determines how the solution should be applied. ISG is primarily a sales organization which has much different KPIs than a customer service organization.
Josh Slater profile photo

Tenfold

We are frequently opening sales opportunities with the briefcase on the pop-out window. [Tenfold] has contributed in allowing us to watch over a revenue pipeline. It is well suited for the first call to a customer, and on regular follow-ups with a customer. It is not well suited for when you are receiving multiple calls at once. The pop-out window resets and sometimes the valuable info is lost due to it resetting.
Rusty Matthews profile photo

Pros

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • Routing has helped reduce attrition.
Josh Slater profile photo

Tenfold

  • Adding customer information to account and contact levels from the phone call with the customer
  • Allowing a shortcut to a pipeline management tool in SFDC to monitor sales opportunities
  • Tack time effectively for time on phone for a rep
  • Customer service to us a client
Rusty Matthews profile photo

Cons

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • ISG could use more in depth reporting that is available on demand.
Josh Slater profile photo

Tenfold

  • Not popping up when I am clicking around on a website
  • Sometimes but not often it doesn't log my call the first time I save it
  • Staying on one contact when another call comes in but I am working on notes for another customer
Tanner Meyerhoffer profile photo

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 profile photo

Tenfold

I haven't ever used another product like Tenfold so I wouldn't know what to say other than Tenfold is great! It is easy to use, it always works, and I typically never have any problems with the system not doing what I want it to do for me. It's a great product!
Tanner Meyerhoffer profile photo

Return on Investment

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

  • We have seen a decrease in our overall average handle time.
  • We have experienced some agent dissatisfaction as the less effective agents may receive less calls while the more effective agents receive more calls.
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Tenfold

  • It definitely has helped keep me organized to best help my customers and get them to make purchases because I already know what is going on when they call.
  • I am sure that I have been able to sell more than the cost of what Tenfold is for me so that is great!
  • It is a great tool to keep track of customers needs and then you can flip that into taking care of the customer and getting the sale.
Tanner Meyerhoffer profile photo

Screenshots

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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
Additional Pricing Details
Calculate the Impact of Predictive Behavioral Routing on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

Tenfold

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
Additional Pricing Details

Add comparison