NICE Nexidia Analytics

NICE Nexidia Analytics is well suited for Speech Analytics, Quality Monitoring, and even Playback of Recordings. It was also possible for us to easily integrate it with our recording solution and pass on those recordings from our recording warehouse to Nexidia storage.

I think that NICE Nexidia Analytics really allows you to expand your knowledge it allows calls to come in very smoothly and all you have to do is answer and you don’t even have to press the green button. The second thing I like about it is that it allows you to transfer the calls easily.

Anytime you have an escalated situation. Can be used well with day to day interactions with coworkers as well.

I find Mattersight Behavioral Analytics well suited for our company. Our inbound team has seen an improvement in the quality of the calls and a decline in the distress calls now that the patient service representatives (PSRs) are able to recognize the psych needs of the personalities as well as know what would trigger distress.

This program is perfect for customer service and training departments. This fully equips its users to personalize their communication skills and styles during conversations.

There is not a business that would not benefit from incorporating the Mattersight Behavioral Analytics material. This information helps employees and managers better communicate with each other. The impact on your clients can be your biggest win. You or your employees interact with people in many ways, whether by email, phone, or in person, the material will provide valuable insight of how to strengthen those relationships and provide complete resolution with the first interaction.

I can't think of anything that would not benefit from Behavioral Analytics.

It is well suited for obtaining call data and providing coaching feedback.

Behavioral Analytics is very suitable to the type of business we support as it helps people understand the typologies of people. It help us achieve the goals of the organization.

I have told both colleagues, family and friends that I wish the Behavioral Analytics course could be taught in every business and even in secondary education courses. The concepts taught in the course would be useful in business, in ministry, in counseling, in medicine (doctor/patient interactions), in family interactions and in personal growth and development. I do not know of any area of life that this training would be inappropriate.

Mattersight Behavioral Analytics is well suited for the customer service industry. For customer service agents to be able to understand how to communicate to their customers, avoid putting their customers in distress, and how to remove their customer from distress, this would significantly improve customer satisfaction ratings as well as employee job satisfaction. If the customer is happy, the call is easy, and therefore the customer service agent's job becomes that much easier.

Mattersight Behavioral Analytics has really helped us control human error especially when it comes to compliance related events. The use of real time alerts and being notified of a compliance event to review has helped us reduce risk to the customer and the bank. It has also helped us improve our performance metrics. We are able to identify key coaching areas that give us the best opportunity to be successful but at the same time service our customers.

It is amazing for not only locating key call metrics but also fantastic at locating behavior types of not just the employee but the customer that is calling in and how best to adjust your conversation to meet their needs.

I am only familiar with their Sales Effectiveness and Customer Service modules, but based on conversations with the Mattersight team, I know that their solutions can address many needs across a wide variety of industries.

Mattersight Behavioral Analytics is well suited for ANY human interaction!

Mattersight Behavioural Analytics is not suited well for the customized needs of the organization.

IF it is cruicial in your organization to have the internal conversations recorded, this is NOT the product for you. If you do not need that, the savings in time by the software analyzing calls in a way where you can search for specific incidents is fantastic. The training on personality types and how to work with each one is also a great tool for any organization. I can say if it weren't for the rep to rep recording piece, I would give this product a 9.

My recommendation would vary based on the size of the potentially interested company and the nature of their business. Smaller companies will benefit less with this tool because those companies can typically train their workforce in a more consistent manner. However, once companies expand to multiple locations, it may be more beneficial to have a single approach to customer interactions and one portal that everyone works out of. Sales and Customer Service seem to be the main beneficiaries of this type of tool.

Mattersight is overall a fantastic compilation of useful tools. It is extremely easy to use when coaching individual performance and provides a great behavioral model which is useful to help agents understand the needs of customers, and managers to understand the needs of agents. It falls short when identifying big picture goals for the entire organization. While the information provided is useful, the coorelation between the metrics provided and overall organizational direction is often missed entirely.

It is appropriate for service areas, but every department can benefit from a better understanding of personality styles. It would be helpful to have training materials for those who are not on the phone taking customer calls, but who do communicate with internal departments over the phone.

Can't think of anything that stands out. It's an awesome tool!

There are certain departments within the organization that do not use it because they don't interact with customers. But I feel like everyone could benefit from this tool. A key question to ask in thie selection process would be "Here are our areas of operation, how can Mattersight support each of these groups based on their responsibilities?"

Mattersight is well suited for driving agent performance and has a robust coaching portal.