7 Ratings
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Score 8 out of 100
5 Ratings
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Score 8.2 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

Twilio Flex

Contact centers. Not suited well for basic Uc users.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
Agent dashboard
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
Validate callers
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
Outbound response
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
Call forwarding
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
Warm transfer
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
Interactive voice response
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
REST APIs
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
Call scripts
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
Call tracking
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
Multichannel integration
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0
CRM software integration
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
8.0

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

Twilio Flex

  • Customizable.
  • Great interface.
  • Integrations.
Anonymous | 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

Twilio Flex

  • Basic in nature.
  • Isn’t one “knock your socks off” feature.
Anonymous | TrustRadius Reviewer

Support Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Twilio Flex

Twilio Flex 1.0
Based on 1 answer
I don’t use Twillio support specifically
Anonymous | 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

Twilio Flex

It’s more basic but has some great flexibility.
Anonymous | 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

Twilio Flex

  • The customer gets to assigned an agent quicker.
Anonymous | 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

Twilio Flex

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
Twilio Flex
8.0

Usability

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0
Twilio Flex

Support Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
Twilio Flex
1.0

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