NICE Nexidia Analytics Reviews

51 Ratings
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Score 7.0 out of 100

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Reviews (1-25 of 37)

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Cassandra Fulcher | TrustRadius Reviewer
May 18, 2016

It’s waaaay better than DISC, it’s Mattersight's Behavioral Analytics!

Score 10 out of 10
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Return on Investment

  • 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.
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Brenda Kilgore | TrustRadius Reviewer
May 24, 2016

Making a difference through BA

Score 9 out of 10
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Return on Investment

  • It has allowed for better coaching opportunities and the staff is handling calls better by knowing how to recognize the personality of the caller and being able to meet the caller's pysch needs as well as avoid distress.
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John Jeneress Cariño | TrustRadius Reviewer
May 17, 2016

Outstanding Customer Service Through Behavioral Analytics

Score 10 out of 10
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Return on Investment

  • 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.
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Jonathan Montgomery | TrustRadius Reviewer
May 17, 2016

Mattersight Behavioral Analytics Review

Score 9 out of 10
Vetted Review
Verified User
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Return on Investment

  • 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.
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Jordan Lenaburg | TrustRadius Reviewer
June 01, 2015

Mattersight gives us sight into what matters

Score 9 out of 10
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Return on Investment

  • 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.
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WaDee'ah Crowder | TrustRadius Reviewer
May 29, 2015

Automation at its Best

Score 8 out of 10
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Return on Investment

  • Improved customer service that also improved first call resolution that helped identify frequent call back reasons
  • Increase in coaching efforts such as self coaching and manager to rep coaching
  • Improvement on how to address high attrition risk customers
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Bounmy Thomas | TrustRadius Reviewer
May 29, 2015

Mattersight Behavioral Analytics

Score 7 out of 10
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Return on Investment

  • 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
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About NICE Nexidia Analytics

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

NICE Nexidia Analytics Features

Has featurePredictive NPS – Integrate your existing satisfaction survey with Mattersight's powerful behavioral algorithms to automatically predict NPS scores on every customer conversation
Has featurePredictive Metrics – When you combine your CRM or survey data with Mattersight Analytics, you can use call outcomes to make smarter business decisions
Has featureAlerts – Proactively identify and report on key events
Has featureAPI Platform – Access thousands of data elements through Mattersight’s open API platform
Has featureAutomatic 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
Has featureTrending 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 inContact, Cisco, Genesys, Verint, Fonality, Amazon Connect

NICE Nexidia Analytics Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?No

Calculate the Impact of Mattersight Behavioral Analytics on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

NICE Nexidia Analytics Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
0%
Mid-Size Companies (51-500 employees)
0%
Enterprises (> 500 employees)
100%

NICE Nexidia Analytics Support Options

 Free VersionPaid Version
Phone
Email
Dedicated support team (managed service)
Release Notes

NICE Nexidia Analytics Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:United States
Supported Languages: English