NICE Nexidia Analytics

NICE Nexidia Analytics

About TrustRadius Scoring
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

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  • 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 35)
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Gina Del Sordo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Absolutely it has given an increased and a clear view of the performance of the Customer Service Reps even right out of training. It helps break down the keys parts of the call and coaching opportunities including holds, silences, third parties and showing what the representative has been navigating during their particular calls as well. This is very beneficial to not only the representatives speaking with the members but also leadership having to coach the individual employee.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are getting there, it is still a new process for the staff (Jan 2016). We have now trained the bulk of our staff and they are now utilizing the heat maps to find coaching opportunities. We are also conducting daily call audits through our QA departments as well as the supervisors and team leads. The trends have been shared with other departments such as the training team for possible training updates.
Marygail Talbot | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The Mattersight Behavioral Analytics tools help employees identify the distress of our customers, their co-workers, and their managers. More importantly, the material teaches how to respond to those distresses and reduce, or even alleviate the distress. This tool allows us to identify and measure many important metrics and break down which of the several call types our employees take to the specific metric.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have not had this service for very long, since our company is still growing and expanding. I have seen the difference in how we communicate QA scores and it has definitely been for the better. BA makes it easier to communicate and coach agents from states away.
John Jeneress Cariño | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
It has evidently helped the Customer Service Reps hit their metrics in terms of (United Employee Survey) which serves as a measurement of of the organization's customer satisfaction. The efficiency of the customer service reps was also improved since they are able to resolve the concerns of their customers in a more timely manner.
Joslyn Graham | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Prior to using the Mattersight Behavioral Analytics as a foundation for our call monitoring, we used Qfiniti to monitor agents calls. While Qfiniti is an adequate system, providing call data, opportunities for listening and quality auditing, Qfiniti did not provide a way for our agents to be member focused as the data in Qfiniti was solely regarding the agents performance and not the caller's need. Having the Mattersight Behavioral Analytics portal available helps us to both monitor the agent's calls but also to track the behavior model of each caller and to identify what kind of skills compliment the caller's behavior style, giving agents the opportunity to serve the member based on the expectation that they know an individual of their behavior style requires.
Score 9 out of 10
Vetted Review
Verified User
Review Source
The product did meet this expectation. Our "CSRs", once trained and having used Mattersight on a regular basis have been able to increase the satisfaction of customer calls, able to decrease escalated calls, and improved overall performance.
Michael Shea | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are a collections team and from the beginning Mattersight has helped us lower our talk time so we are able to help more customers and it improved the rate in which our customers keep their arrangements. Through effective negotiating and building rapport, our customers feel more valued and are more willing to pay their account.
Heather Hansen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
It does a decent job of taking what were obscure or subjective coaching points and making them more concrete and visible for the reps. Alas, it doesn't pick up on tone, so there still is merit in listening to calls, but it certainly helps minimize the searching.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Mattersight has been key in helping some of my reps to become more self sufficient. Being able to get in and see their calls with NI time were key to me being able to hone in on the areas they struggle in. By having this ability, I have been able to develop my folks more effectively rather than having to hunt for calls by listening to hundreds to find one or two examples of what is causing them problems.
June 13, 2015

Mattersight review

Score 4 out of 10
Vetted Review
Verified User
Review Source
Considering the technology that we were using prior to Mattersight (or lack-there-of), I believe that our organization has achieved this benefit. Supervisors are now able to identify and coach to trends rather than outliers. Our coaching strategy and focus has been improved and both the front-line and management seems to be pleased with the direction it is going.
Jordan Lenaburg | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Mattersight has not increased visibility into the performance of agents, however it does help to find behaviors which drive the metrics which my organization looks for. It would be more useful if there was a bridge between standard call center metrics and the metrics which Mattersight provides. As it currently stands it is the responsibility of the coach to find the link between the metrics which are provided by Mattersight and the metrics which are measured by my organization.
Bounmy Thomas | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Coaching is one of the biggest benefits we have gained from Mattersight. The tool helps to organize and document coaching sessions. Best of all, the tool does most of the work to track and analyze trends. This has saved our management team so much time.
Stephen Arnold | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
The Mattersight Behavioral Analytics tools ability to categorize and analyze each call has really improved our coaching effectiveness. The heat maps and performance quartiles allows our supervisors to more efficiently drive performance by coaching to agent behaviors. The system allows us to dig in to what is driving success with our top performers and apply this learning to our agents that struggle.
Score 6 out of 10
Vetted Review
Verified User
Review Source
We have seen the benefits on our Guest Experience side of the business. Our customer satisfaction scores were predicted to increase and they have. We are just starting our pilot on the revenue side and will be able to share more details in the next 90 days.
May 29, 2015

BA is the way!

Score 10 out of 10
Vetted Review
Verified User
Review Source
Yes, specifically with the relationship between leadership and agents, this area of focus has improved greatly. If an emotions based leader is coaching to a thought based person, it does not go very well. The agent is frustrated, wanting to go back to what they're doing, and is looking for that recognition. And vice versa if a thought based leader is coaching to an emotions based person.
WaDee'ah Crowder | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
With Mattersight Behavioral Analytics, our leaders have the capability to go and view what happened on the call through desktop analytics. It shows what screens they were currently in during a specific time in the call. We also have the functionality called screen capture that allows users to go and view the video of the call which can be rewound and played again.