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NICE Nexidia Analytics Reviews

51 Ratings
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Score 7.0 out of 100

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Reviews (1-25 of 37)

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Gina Del Sordo | TrustRadius Reviewer
May 26, 2016

A Fun, Easy to use and informative site for all!

Gina Del Sordo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Specifically listening to scenarios in which a representative has taken a phone call and they are unsure of what they were marked off on regarding quality or how they sound. It gives a great explanation of what the site has picked up on based on key words to reflect what personality style the rep was speaking with and how they could have better served them.

I think that is an incredible feature because it helps show and break down how we are all different and have different needs and wants.

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Brenda Kilgore | TrustRadius Reviewer
May 24, 2016

Making a difference through BA

Brenda Kilgore
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
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Marygail Talbot | TrustRadius Reviewer
May 19, 2016

Personality Matters

Marygail Talbot
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
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Joslyn Graham | TrustRadius Reviewer
May 17, 2016

Behavior Analytics for a More Efficient Call Center

Joslyn Graham
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
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Jonathan Montgomery | TrustRadius Reviewer
May 17, 2016

Mattersight Behavioral Analytics Review

Jonathan Montgomery
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
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Michael Shea | TrustRadius Reviewer
September 30, 2015

Enhances Customer Experience

Michael Shea
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
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Jordan Lenaburg | TrustRadius Reviewer
June 01, 2015

Mattersight gives us sight into what matters

Jordan Lenaburg
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
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WaDee'ah Crowder | TrustRadius Reviewer
May 29, 2015

Automation at its Best

WaDee'ah Crowder
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

How often do your representatives take calls that require coaching? Behavioral Analytics is mainly a coaching tool to improve the organization in specific areas. There are so many different variables to consider based on the type of calls to take. However, you are able to customize metrics based on the calls being taken.
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Rafal Borkowski | TrustRadius Reviewer
May 15, 2015

Driving THE RIGHT BEHAVIOR

Rafal Borkowski
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It's a great tool for coaching personality types and understanding how to interact with them is a great benefit of Mattersight Behavioral Analytics.

How will the tool benefit my organization? What can you measure with the tool? Make sure proper info-structure is there to support call recordings. How many employees should support the tool in my organization? How soon we will see the results?
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Jeremy Hartranft | TrustRadius Reviewer
May 12, 2015

Experience with Mattersight Behavioral Analytics

Jeremy Hartranft
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It is really best suited for call center environments or those similar as the services provided revolve around capturing conversations and analyzing their effectiveness around various metrics while determining the communication styles of those involved in the conversation. Most of the value provided by Mattersight revolves around call center technology.
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Clayton Reed | TrustRadius Reviewer
August 19, 2015

Mattersight Review

Clayton Reed
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
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Bounmy Thomas | TrustRadius Reviewer
May 29, 2015

Mattersight Behavioral Analytics

Bounmy Thomas
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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?"
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Thomas Sachenbacher | TrustRadius Reviewer
May 29, 2015

BA is the way!

Thomas Sachenbacher
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

I am a huge advocate for this program, I don't see why any corporation, company or anybody would not have a purpose for this. I feel that understanding the personality types encourages performance enhancement; regardless if you're talking to a stranger, a family member, employee or employer.
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Cassandra Buffington | TrustRadius Reviewer
May 15, 2015

Mattersight in Hospitality

Cassandra Buffington
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

I believe this system works well in the call center environment where there are several personality styles represented and calling in. It also works well in an environment that is not solely driven by AHT and allows the agent to utilize the personality information.
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NICE Nexidia Analytics Scorecard Summary

Likelihood to Recommend (51)
7.0
Likelihood to Renew (3)
9.1
Usability (2)
8.2
Availability (1)
9.1
Performance (1)
7.3
Support Rating (1)
9.1
In-Person Training (1)
9.1
Online Training (1)
9.1
Implementation Rating (1)
9.1
Product Scalability (1)
9.1

About NICE Nexidia Analytics

NICE Nexidia Analytics is based on the company's acquisitions of Nexidia and Mattersight.
Categories:  Predictive Analytics,  Call Center Workforce Optimization

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