7 Ratings
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Score 8 out of 100
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 1.9 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

XenCALL

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Preview Dialer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
7.1
Contact preview
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
7.0
Call notes & tags
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
6.3
Automatic call logging
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
8.0

Core Dialer

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
4.6
Outbound dialing
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
2.2
Inbound routing
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
3.0
Custom caller ID
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
3.0
Click-to-call
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
2.2
Dialer contact import
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
9.0
Campaign & list management
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
8.3

Call Follow-up and Quality Assurance

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
7.1
Follow-up calls
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
5.1
Dialer reporting & analytics
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
8.3
Dialer compliance
NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
XenCALL
8.0

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

XenCALL

  • Call logging
  • Agent monitoring
  • Agent reporting
  • File organization
Tish Cator | 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

XenCALL

  • Poor user interface.
  • Clunky.
  • Extremely difficult to navigate and keep track of settings.
  • Poor customer service.
  • Poor design.
Anonymous | 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

XenCALL

Vici dial - This was only a calling software and it stored notes, it did not have the exclusive reporting XenCALL has.
Tish Cator | 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

XenCALL

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

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

XenCALL

General

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

Rating Summary

Likelihood to Recommend

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
7.6
XenCALL
1.9

Usability

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)
8.0
XenCALL

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