7 Ratings
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Score 8 out of 100
9 Ratings
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Score 8.4 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

ZOOM QM Suite

ZOOM Quality Management Suite is great for a quick meeting.
Anonymous | 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

ZOOM QM Suite

  • Low bandwidth use.
  • Cheaper.
  • Easy to use.
Anonymous | 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

ZOOM QM Suite

  • No need to improve.
Anonymous | TrustRadius Reviewer

Support Rating

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

No score
No answers yet
No answers on this topic

ZOOM QM Suite

ZOOM QM Suite 10.0
Based on 1 answer
At the moment there is no reason to use the ZOOM support.
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

ZOOM QM Suite

ZOOM is cheaper than Cisco.
Anonymous | 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

ZOOM QM Suite

  • We stay in touch with providers.
  • There is no negative impact.
Anonymous | 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

ZOOM QM Suite

General

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

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