NICE Nexidia Analytics

NICE Nexidia Analytics

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Score 9.1 out of 100
NICE Nexidia Analytics

Overview

Recent Reviews

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10 out of 10
February 25, 2022
It’s a very smooth process, I really enjoyed how easy and simple it is. It was difficult some days to transfer calls but besides that, …
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Mattersight Review

8 out of 10
August 19, 2015
It is currently being used by most of the organanization that involves contact with our customers in a call based capacity. It allow us to …
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Pricing

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What is NICE Nexidia Analytics?

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

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Features Scorecard

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Product Details

What is NICE Nexidia Analytics?

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

NICE Nexidia Analytics Features

  • Supported: Predictive NPS – Integrate your existing satisfaction survey with Mattersight's powerful behavioral algorithms to automatically predict NPS scores on every customer conversation
  • Supported: Predictive Metrics – When you combine your CRM or survey data with Mattersight Analytics, you can use call outcomes to make smarter business decisions
  • Supported: Alerts – Proactively identify and report on key events
  • Supported: API Platform – Access thousands of data elements through Mattersight’s open API platform
  • Supported: Automatic 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
  • Supported: Trending 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 Nexidia Analytics Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)0%
Enterprises (more than 500 employees)100%

NICE Nexidia Analytics Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUnited States
Supported LanguagesEnglish

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Reviews

(1-25 of 39)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
February 25, 2022

Feel free to read!

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Gina Del Sordo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

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.

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Marygail Talbot | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Joslyn Graham | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Michael Shea | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
June 13, 2015

Mattersight review

Score 4 out of 10
Vetted Review
Verified User
Review Source
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.
Jordan Lenaburg | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Bounmy Thomas | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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?"