7 Ratings
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Score 8 out of 100
3 Ratings
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Score 3.8 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

Vantage 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
Luke Ferrel | TrustRadius Reviewer

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

Vantage Point

  • Queue by queue predictions
  • Visibility into availability
  • Projected responsiveness based on availability
  • Schedule optimization
Luke Ferrel | 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

Vantage Point

  • 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.
Luke Ferrel | TrustRadius Reviewer

Support Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

Vantage Point

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
Luke Ferrel | 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

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
Luke Ferrel | 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

Vantage Point

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

Vantage Point

General

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

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