NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) vs Vantage Point

Likelihood to Recommend

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.

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Verified User

Executive in Customer Service

Financial Services Company, 1001-5000 employees

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It's great if you have a small contact center and are very comfortable with Vantage Point's coding, and you don't use Macs. Outside of that it can be a pretty tough platform to use. If you are running a large contact center or anything that will change much, I wouldn't recommend Vantage Point

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Luke Ferrel

Director of analytics

QualtricsInternet, 1001-5000 employees

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Pros

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.

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Brian Gillespie

Vice President, Forecasting & Financial Excellence

ComcastMedia Production, 10,001+ employees

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Queue by queue predictions
Visibility into availability
Projected responsiveness based on availability
Schedule optimization

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Luke Ferrel

Global Operations Manager, Analytics and Process Automation

QualtricsComputer Software, 1001-5000 employees

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Cons

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

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Josh Slater

VP of Sales

Infinity Sales GroupTelecommunications, 201-500 employees

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Customer support/success - We didn't get any support from them after implementation.
Not Mac compatible - They said they had a way you could VPN in, but it didn't work.
The programming required is complex. It's not clear if this is meant as a DIY or if you should send things in to be programmed. We were told to send things in, but wouldn't hear back for extended periods of time.

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Luke Ferrel

Director of analytics

QualtricsInternet, 1001-5000 employees

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Support Rating

No score

No answers yet

No answers on this topic

Vantage Point 1.0

Based on 1 answer

We didn't have a clear operating agreement, and whenever we would call or email them they would tell us they were working on something, then we wouldn't hear back. We could have solved the problems ourselves if we had known we needed to - poor communication

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Luke Ferrel

Director of analytics

QualtricsInternet, 1001-5000 employees

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Alternatives Considered

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.

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Brian Gillespie

Vice President, Forecasting & Financial Excellence

ComcastMedia Production, 10,001+ employees

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We picked Vantage Point based on functionality and price. We wanted something that was purely wfm and not anything else. Vantage Point has an a la carte solution and is very economical. In some ways, the failure of Vantage Point for our application wasn't Vantage Point's fault. We didn't dedicate as many resources as needed. That said, we didn't feel we got any support from their team

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Luke Ferrel

Director of analytics

QualtricsInternet, 1001-5000 employees

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Return on Investment

Positive ROI
Still assessing customer satisfaction
Still assessing employee satisfaction

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Kim Suarez

VP, Medical Operations and Customer Experience

Priority HealthHealth, Wellness and Fitness, 501-1000 employees

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Huge impact on staffing. 10% saving based on better utilization of agents.
More frequent SLA attainment.

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Luke Ferrel

Global Operations Manager, Analytics and Process Automation

QualtricsComputer Software, 1001-5000 employees

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No