What users are saying about
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 7 reviews and ratings
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 1.9 out of 100
Based on 4 reviews and ratings
Attribute Ratings
- NICE Nexidia Predictive Behavioral Routing is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
7.6
NICE Nexidia Predictive Behavioral Routing
76%
4 Ratings
1.9
Vantage Point
19%
3 Ratings
Usability
8.0
NICE Nexidia Predictive Behavioral Routing
80%
1 Rating
Vantage Point
N/A
0 Ratings
Support Rating
NICE Nexidia Predictive Behavioral Routing
N/A
0 Ratings
1.0
Vantage Point
10%
2 Ratings
Likelihood to Recommend
NICE Nexidia Predictive Behavioral Routing
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.

Verified User
Executive in Customer Service
Financial Services Company, 1001-5000 employeesVantage Point
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
Director of analytics
QualtricsInternet, 1001-5000 employees
Pros
NICE Nexidia Predictive Behavioral Routing
- 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.
Vice President, Forecasting & Financial Excellence
ComcastMedia Production, 10,001+ employees
Vantage Point
- Queue by queue predictions
- Visibility into availability
- Projected responsiveness based on availability
- Schedule optimization
Global Operations Manager, Analytics and Process Automation
QualtricsComputer Software, 1001-5000 employees
Cons
NICE Nexidia Predictive Behavioral Routing
- ISG could use more in depth reporting that is available on demand.
VP of Sales
Infinity Sales GroupTelecommunications, 201-500 employees
Vantage Point
- Predications are not accurate, much less than 80% they advertise
- Price point is high
- Try to charge you for indicators [that] would be free on literally any platform, MACD for example
Operations Manager
Chorrolis Data ScienceFinancial Services, 11-50 employees
Pricing Details
NICE Nexidia Predictive Behavioral Routing
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
—Vantage Point
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Support Rating
NICE Nexidia Predictive Behavioral Routing
No score
No answers yet
No answers on this topic
Vantage Point
Vantage Point 1.0
Based on 2 answers
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
Director of analytics
QualtricsInternet, 1001-5000 employees
Alternatives Considered
NICE Nexidia Predictive Behavioral Routing
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.
Vice President, Forecasting & Financial Excellence
ComcastMedia Production, 10,001+ employees
Vantage Point
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
Director of analytics
QualtricsInternet, 1001-5000 employees
Return on Investment
NICE Nexidia Predictive Behavioral Routing
- Positive ROI
- Still assessing customer satisfaction
- Still assessing employee satisfaction
VP, Medical Operations and Customer Experience
Priority HealthHealth, Wellness and Fitness, 501-1000 employees
Vantage Point
- Huge impact on staffing. 10% saving based on better utilization of agents.
- More frequent SLA attainment.
Global Operations Manager, Analytics and Process Automation
QualtricsComputer Software, 1001-5000 employees