NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) vs XenCALL

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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XenCall is well suited for any company looking to make outbound calls to prospects more efficiently and effectively. It might not be appropriate for calls where you want to have a more quality conversation unless you stick with the 1 line dialer. Using multiple lines allows companies to hit many prospects in one day.

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Verified User

C-Level Executive in Corporate

Real Estate Company, 201-500 employees

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Feature Rating Comparison

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

XenCALL

Contact preview

Call notes & tags

Automatic call logging

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

XenCALL

Outbound dialing

Inbound routing

Custom caller ID

Click-to-call

Dialer contact import

Campaign & list management

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

XenCALL

Follow-up calls

Dialer reporting & analytics

Dialer compliance

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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Call logging
Agent monitoring
Agent reporting
File organization

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Tish Cator

Office Manager

New energy marketing and consultingManagement Consulting, 11-50 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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Poor user interface.
Clunky.
Extremely difficult to navigate and keep track of settings.
Poor customer service.
Poor design.

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Verified User

C-Level Executive in Corporate

Real Estate Company, 201-500 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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Vici dial - This was only a calling software and it stored notes, it did not have the exclusive reporting XenCALL has.

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Tish Cator

Office Manager

New energy marketing and consultingManagement Consulting, 11-50 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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Negative ROI as I hired a cold caller and she could not even use it for 2 days.
Wasted hours of my time trying to figure it out and set it up, watched all the videos, read all the guides and it still didn't work.

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Verified User

C-Level Executive in Corporate

Real Estate Company, 201-500 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

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

XenCALL

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

XenCALL

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) vs XenCALL