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

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 10 out of 10
Vetted Review
Verified User
Review Source
  • I know this system has helped with customer service which in return makes customers happier.
  • I know this system has helped a lot of team leads and supervisors effectively coach their staff better.
  • I know it has helped the QA department get through to agents better through coaching opportunities.
John Jeneress Cariño | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Higher customer satisfaction rate which results in more possible partners investing in the business.
  • Increased employee efficiency - It helps the specialists resolve the issues of the customers in a more timely manner.
  • Trainer Certification - Their extensive training makes sure that all trainers are equipped in rolling out the tool to the business.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • There has been an increase in customer service satisfaction.
  • Agents are able to communicate to the understanding of the customer, therefore decrease call backs and increasing first contact resolution.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • By focusing our coaching on the 3rd and 4th quartile performers, we have been able to reduce the variability of results across our sales organization. This has resulted in increased sales effectiveness.
  • We have been able to reduce the non-interaction time within our service calls which increases our capacity.
  • Behavioral Analytics allows the user to see a more holistic view across the organization (more forest, fewer trees)
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • This program has been key for me in coaching my employees on different behaviors and finding what I need them to hear.
  • I don't have any ROI numbers off hand, but I can tell you my time spent is a lot less with being able to look for calls this way versus having to use the 'needle in a haystack" method we used before.
Jordan Lenaburg | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Better customer service. Mattersight has helped agents understand the needs of customers and address them appropriately.
  • Increased coaching effectiveness. As a manager, Mattersight has been awesome as a starting point for coaching direction.
  • Better behavioral focused coaching. Mattersight's portal makes it easy to track down calls which are related to a specific behavior.
Bounmy Thomas | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • It's important to understand that when an organization is moving into new initiatives, that the management team is fully supporting the initiatives. Communication is key and setting expectations for the management team that translates to employees will ensure success