Good Analytics Capabilities, Value for Money.
Nexidia has been used within our company for speech analytics. It also helped us to identify words and analyze audio patterns to detect …
NICE Nexidia Analytics
NICE Nexidia Analytics
NICE Nexidia Analytics
Overview
What is NICE Nexidia Analytics?
NICE Nexidia Analytics is based on the company's acquisitions of Nexidia and Mattersight.
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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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Product Details
- About
- Integrations
- Tech 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
- Amazon Connect
- NICE inContact
- Cisco
- Genesys
- Verint
- Fonality
NICE Nexidia Analytics Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | United States |
| Supported Languages | English |
NICE Nexidia Analytics Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 0% |
| Mid-Size Companies (51-500 employees) | 0% |
| Enterprises (more than 500 employees) | 100% |
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Reviews and Ratings
 (56)
Attribute Ratings
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May 26, 2016
A Fun, Easy to use and informative site for all!
1000
Customer Service for all Business Units across the board including our Community and State which is specifically how I utilize the site, Learning and Development within our Training programs showing the New Hires to the company and or their role how it could help with their career within the company, Supervisors and Leadership utilize to help with coaching, tracking and trending.
2000
The people that use the BA systems are the QA trainers to train the new staff and we also do quality monitors. PSRs use the system to review coaching notes and quality forms. Supervisors use BA to coach and keep track of quality scores. Managers and directors use the system to keep track of the production floor.
September 30, 2015
Enhances Customer Experience
400
All team members do work in Collections. Most is used to analyze calls from team members who either take incoming calls or make outgoing calls. We have an internal audit team that listens to around 500 calls on a daily basis that involve calls that potentially have the most risk to the bank - TCPA, Bankruptcy, Fraud and Dispute, Cease and Desist, and Mini Miranda. We also have an internal team that analyzes calls to spot trends and works with Mattersight to update our language library. The management team uses reporting to spot trends and to identify specific coaching opportunities for individual team members.
August 19, 2015
Mattersight Review
100
Hey use th is for everything from call reviews for quality as well as to review the interaction that our representatives have with our customer
May 29, 2015
Automation at its Best
Customer experience is the major function our employees represent while using Mattersight Behavioral Analytics. There are other functions as well in our organization such as technology, Compliance, Quality control, etc.
May 15, 2015