NICE Nexidia Analytics Reviews

51 Ratings
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Score 7.0 out of 100

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Cassandra Fulcher | TrustRadius Reviewer
May 18, 2016

It’s waaaay better than DISC, it’s Mattersight's Behavioral Analytics!

Score 10 out of 10
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  • DISC
DISC was more of just breaking people into categories. BA goes beyond that and gives you more insight and brings a little humor with it. I taught DISC for 5 years and never seen a class retain the information as much as I have seen them retain the information from BA.
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John Jeneress Cariño | TrustRadius Reviewer
May 17, 2016

Outstanding Customer Service Through Behavioral Analytics

Score 10 out of 10
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Behavioral Analytics is an excellent tool and a huge help to the business. The Behavioral Model is very practical and useful at all times. It helps with building better relationships not just with employees-to-customers, but also employees-to-co-employees and leaders/managers-to-employees' professional relationship. It may be an additional expense to the organization but I would say it is all worth it.
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Jordan Lenaburg | TrustRadius Reviewer
June 01, 2015

Mattersight gives us sight into what matters

Score 9 out of 10
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The fact is, there is nothing like mattersight anywhere in the market. It's a complete package. It provides call recording, screen capturing, call analysis and continued training and improvement. However the thing that sets it apart most is really the Behavioral Model which has been developed. Because it's a proactical application model, it's actually useful for coaching and interaction with customers.
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WaDee'ah Crowder | TrustRadius Reviewer
May 29, 2015

Automation at its Best

Score 8 out of 10
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In the past, we have used a different vendor that does not provide as much content as Behavioral Analytics. Mattersight Behavioral Analytics provides more automation and offers more sophisticated technology that allows the customer to customize the tool based on its needs.
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Rafal Borkowski | TrustRadius Reviewer
May 15, 2015

Driving THE RIGHT BEHAVIOR

Score 9 out of 10
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Alternatives Considered

  • Witness
Mattersight Behavioral Analytics has speech analytics that can be customized and align with your business priorities and goals. Screen capture capabilities provide a great video recording of the end users screen. Some key points why we selected Mattersight:

  • 100% call recording
  • Speech Analytics
  • Desktop Analytics
  • Heatmaps - used to pinpoint specific behaviors that need coaching attention (opportunity and reinforcement)
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Clayton Reed | TrustRadius Reviewer
August 19, 2015

Mattersight Review

Score 8 out of 10
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Alternatives Considered

  • calbrio

This is the closest product that I have found that matches with Mattersight. The painting portion of Mattersight is its strongest feature. However Calbrio allows for the listening of third party portions of calls.

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Anonymous | TrustRadius Reviewer
June 12, 2015

Mattersight review

Score 4 out of 10
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Alternatives Considered

  • Calabrio
The version of Calabrio that we were using strictly recorded calls - It did not offer nearly as many options as what is available in Mattersight. Mattersight allowed us to implement a consistent approach to customer interactions. In addition, searching for calls, and specific points within the calls, is much more efficient with Mattersight.
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Anonymous | TrustRadius Reviewer
May 19, 2015

The New Frontier of Speech Analytics

Score 9 out of 10
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The fact that Mattersight's recording technology records in stereo and allows the linguistic technology to separate out the customer from the agent is a major positive for Mattersight. The technology is superior to other call recording technology we used (Calabrio) but is also more expensive. Mattersight does not seem to have any direct competition when it comes to their behavioral analytics model which makes them unique. Not fully knowledgeable about this recording analytics technology and the industry around it. Its a new technology that is still in its infancy so I think companies are still try to find the best application to understand how the can truly maximize this service. It is an expensive technology but Mattersight is competitively priced for what it offers, the real question is for the organization to develop a strategy to fully utilize the tool for a strong ROI.
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Anonymous | TrustRadius Reviewer
May 29, 2015

Coaching the Right Way

Score 9 out of 10
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Alternatives Considered

Verint will allow us to record and retrieve calls, however there is not an analysis or coaching component to it. The analysis must be completed by the auditor or supervisor.
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About NICE Nexidia Analytics

NICE Nexidia Analytics is based on the company's acquisitions of Nexidia and Mattersight.

NICE Nexidia Analytics Features

Has featurePredictive NPS – Integrate your existing satisfaction survey with Mattersight's powerful behavioral algorithms to automatically predict NPS scores on every customer conversation
Has featurePredictive Metrics – When you combine your CRM or survey data with Mattersight Analytics, you can use call outcomes to make smarter business decisions
Has featureAlerts – Proactively identify and report on key events
Has featureAPI Platform – Access thousands of data elements through Mattersight’s open API platform
Has featureAutomatic Call Categorization – Automatically categorize 100% of calls against enterprise and organic libraries to reduce the need for agents to select a call reason in agent desktop applications
Has featureTrending Topics – Synthesize your unstructured conversation data into customer sentiments, and tie insights to your CRM data to improve business outcomes

NICE Nexidia Analytics Integrations

NICE inContact, Cisco, Genesys, Verint, Fonality, Amazon Connect

NICE Nexidia Analytics Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?No

Calculate the Impact of Mattersight Behavioral Analytics on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

NICE Nexidia Analytics Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
0%
Mid-Size Companies (51-500 employees)
0%
Enterprises (> 500 employees)
100%

NICE Nexidia Analytics Support Options

 Free VersionPaid Version
Phone
Email
Dedicated support team (managed service)
Release Notes

NICE Nexidia Analytics Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:United States
Supported Languages: English