NICE Nexidia Analytics

NICE Nexidia Analytics

Score 9.0 out of 10
NICE Nexidia Analytics


What is NICE Nexidia Analytics?

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

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

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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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUnited States
Supported LanguagesEnglish

NICE Nexidia Analytics Customer Size Distribution

Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)0%
Enterprises (more than 500 employees)100%
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(1-6 of 6)
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Gina Del Sordo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
Verified User
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.
Michael Shea | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
WaDee'ah Crowder | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
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