7 Ratings
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Score 8 out of 100
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 5.5 out of 100

Feature Set Ratings

    Preview Dialer

    NICE Nexidia Predictive Behavioral Routing

    Feature Set Not Supported
    N/A
    7.3

    XenCALL

    73%
    XenCALL ranks higher in 3/3 features

    Contact preview

    N/A
    0 Ratings
    7.0
    70%
    3 Ratings

    Call notes & tags

    N/A
    0 Ratings
    7.5
    75%
    4 Ratings

    Automatic call logging

    N/A
    0 Ratings
    7.5
    75%
    3 Ratings

    Core Dialer

    NICE Nexidia Predictive Behavioral Routing

    Feature Set Not Supported
    N/A
    7.9

    XenCALL

    79%
    XenCALL ranks higher in 6/6 features

    Outbound dialing

    N/A
    0 Ratings
    8.0
    80%
    4 Ratings

    Inbound routing

    N/A
    0 Ratings
    8.0
    80%
    4 Ratings

    Custom caller ID

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Click-to-call

    N/A
    0 Ratings
    7.5
    75%
    4 Ratings

    Dialer contact import

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Campaign & list management

    N/A
    0 Ratings
    8.1
    81%
    2 Ratings

    Call Follow-up and Quality Assurance

    NICE Nexidia Predictive Behavioral Routing

    Feature Set Not Supported
    N/A
    6.8

    XenCALL

    68%
    XenCALL ranks higher in 3/3 features

    Follow-up calls

    N/A
    0 Ratings
    8.0
    80%
    4 Ratings

    Dialer reporting & analytics

    N/A
    0 Ratings
    6.0
    60%
    4 Ratings

    Dialer compliance

    N/A
    0 Ratings
    6.5
    65%
    3 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
    5.5

    XenCALL

    55%
    4 Ratings

    Usability

    8.0

    NICE Nexidia Predictive Behavioral Routing

    80%
    1 Rating

    XenCALL

    N/A
    0 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.
    Anonymous | TrustRadius Reviewer

    XenCALL

    We had a very good run with XenCall in the beginning voice quality was excellent prices were competitive ran smoothly we never needed support or had any problem but when we did we faced long holds no chat service on the website customer support agent don't know much what they're doing they're just there to take notes and pass it on to their supervisors.
    Anonymous | TrustRadius Reviewer

    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.
    Brian Gillespie | TrustRadius Reviewer

    XenCALL

    • Multi-line dialing.
    • Unlimited users.
    • Calendar integration.
    • Advanced capabilities.
    Anonymous | TrustRadius Reviewer

    Cons

    NICE Nexidia Predictive Behavioral Routing

    • ISG could use more in depth reporting that is available on demand.
    Josh Slater | TrustRadius Reviewer

    XenCALL

    • Less dropped calls.
    • System tends to slow down with multiple agents working.
    • Not much else at the moment.
    Helen Bowie | TrustRadius Reviewer

    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

    XenCALL

    General

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

    Starting Price

    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.
    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

    • Positive ROI
    • Still assessing customer satisfaction
    • Still assessing employee satisfaction
    Kim Suarez | TrustRadius Reviewer

    XenCALL

    • Customers complaints no one return their calls.
    Anonymous | TrustRadius Reviewer

    Screenshots

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