NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) vs Verint Workforce Engagement

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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On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.

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Rebecca Hunt

Professional

Coca-Cola European PartnersConsumer Goods, 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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Blended forecasting – shift variety.
Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
Automated task scheduling - educated planning.
We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
Scorecard reporting –Visibility over performance.
Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.

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Gilbert Chinapen

System Administrator

SportsbetGambling & Casinos, 501-1000 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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I think the system needs better documentation, hard to find all the features and where to configure things
I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1

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Andrew Makula

Telecom Engineer

Career Education CorporationEducation Management, 10,001+ employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Verint Workforce Engagement 7.2

Based on 8 answers

Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.

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Beth Seymour

Manager, Voice Network Services

AmeriHealth CaritasHospital & Health Care, 1001-5000 employees

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Usability

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) 8.0

Based on 1 answer

No answer on this topic is available.

Verint Workforce Engagement 8.0

Based on 1 answer

Because its great

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Verified User

Analyst in Information Technology

Financial Services Company, 10,001+ employees

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Support Rating

No score

No answers yet

No answers on this topic

Verint Workforce Engagement 9.0

Based on 2 answers

Because its excellent tool

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Verified User

Analyst in Information Technology

Financial Services Company, 10,001+ employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Verint Workforce Engagement 8.0

Based on 2 answers

I do not have any key insights regarding implementation of Verint

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Verified User

Analyst in Information Technology

Financial Services Company, 10,001+ 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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Nice - a little more costly than Verint.Qfiniti - no comparison - Verint is so much more!!Automony AspectWe selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.

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Joyce Schofield

National Quality Manager

Guardian AlarmRetail, 10,001+ 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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The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon.
User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users.
The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason.

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Verified User

Professional in Information Technology

Insurance Company, 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