NICE Nexidia Analytics

NICE Nexidia Analytics

About TrustRadius Scoring
Score 9.1 out of 100
NICE Nexidia Analytics

Overview

Recent Reviews

Feel free to read!

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, …
Continue reading

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 …
Continue reading

Reviewer Pros & Cons

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of NICE Nexidia Analytics, and make your voice heard!

Pricing

View all pricing
N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

1 person want pricing too

Alternatives Pricing

What is Genesys Cloud CX (formerly Genesys Cloud)?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

N/A
Unavailable

What is Five9?

Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.

Features Scorecard

No scorecards have been submitted for this product yet..

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

Comparisons

View all alternatives

Compare with

Reviews

(1-25 of 39)
Companies can't remove reviews or game the system. Here's why
Gina Del Sordo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The Mattersight Behavioral Analytics website is truly one of my favorite to use and teach. Currently it's used not only for showing the different styles of personalities we encounter every day, but it helps by recording the representatives' calls and documenting both coaching from supervisors as well as reps. This is something that has been utilized across our department and across the organization also. It helps address the business problem of showing the representatives how they can best assist the members and hear how they sound. Being able to understand how your personality can impact others is a huge advantage within the customer service role no matter what department. Being able to cater to the member directly for their needs also is fantastic!
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Mattersight Behavioral Analytics (BA) for our inbound and out bound customer service reps. Our QA department uses BA for conducting our QA audits daily; these audits are shared with our floor supervisor and sometimes management. Supervisors and team leads are also completing call audits on a weekly basis. We are now able to compare patient service representatives' performances with their peers as well as with our other call centers.
May 23, 2016

BA Saves the Day!

Daryl John Abejuela, RN | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
UnitedHealth Group-Optum Global Solutions (UHG-OGS) firmly believes that a customized service is very much needed to help people live healthier lives. Thus, Behavioral Analytics (BA) comes into play. This program greatly helps provider services in terms of meeting customer satisfaction and issue resolution. BA fully aids the agents, supervisors, trainers, and managers to deliver outstanding service through effective and personalized responses designed for every personality style.
Marygail Talbot | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The Mattersight Behavioral Analytics is taught to every employee in our company. This insightful material identifies valuable ways for our employees to recognize their own preferred ways of communication. It also provides a deep understanding of how to interact with their peers, their managers and our clients. The knowledge the employees gain from these trainings can also provide insight and benefits in their personal relationships as well. I have found the impact to be incredibly positive, it has improved communication across the entire company.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Behavioral Analytics (BA) not only as a source to monitor calls our staff takes, but as a great customer service and coaching tool. We make sure our management staff understands how to use Behavioral Analytics as a great coaching tool to use with staff and a great customer service tool our staff can use with our customers.
May 18, 2016

BA all the Way!

Score 10 out of 10
Vetted Review
Verified User
Review Source
Mattersight is used by my organization as a tool to assist our agents with recognizing their own communication preferences, as well as our customer’s so we know how best to connect with them. It has helped improve our survey scores and overall customer satisfaction. Understanding someone is the first step in connecting with them and the Behavioral Analytics Portal assists our organization with achieving this goal.
John Jeneress Cariño | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Mattersight Behavioral Analytics is such an excellent tool which helps the business reach its goals. Understanding the different customer personalities enables us to provide OUTSTANDING customer service!
Joslyn Graham | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The Behavioral Analytics program is used in the United Healthcare Consumer Services division as a way to help agents understand personality styles of their callers and of themselves in an effort to make the consumer services experience a positive interaction with our agents. It is our goal to decrease member effort and to leave the consumer with a sense of delight when they leave the call.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Mattersight Behavioral Analytics is used to help our Customer Advocates(CAs) provide excellent concierge customer service by recognizing key language clues that our customers use when calling in to get information on their policies. By recognizing these language clues, our CAs are able communicate to our members in a way that helps meet the psychological needs of our customers, decreases customer stress on the call and resolves the customer's issues.
Michael Shea | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are a collections department and we use Mattersight Behavioral Analytics to supply us 100% call recording and to perform linguistic analysis to identify customer and team member behaviors. Mattersight analyzes calls and provides us information from the call. Just some of the information we can determine on a call are positive comments, caller distress, compliance events, and acknowledgement statements. We can also verify demographics. There are a lot more metrics that they provide us and create reporting that will allow us to identify coaching opportunties and reinforcements for our team members. We use Mattersight to address team member behaviors. This really gives us an opportunity to filter and select calls that will give us the opportunity to coach our team members on providing the best customer experience for our customers.
Heather Hansen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Mattersight Behavioral Analytics extensively in our Sales and Service Departments to improve communication by decreasing distress, and tailoring our language to the person we are communicating with. It is currently only used in Sales and Service. It helps address miscommunication, escalated calls, and helps in using the right language per individual making them more open to opportunities.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Mattersight is being used widely in our customer service areas. It is used to do our quality, for coaching for the reps as well as for backing up and recording the incoming calls from customers. It addresses the issues of finding different things we need to look for in calls without having to listen to hundreds of calls to find examples we need. In addition it gives us a picture of when reps are having struggles by identifying Non-Interaction Time (NI) .
June 13, 2015

Mattersight review

Score 4 out of 10
Vetted Review
Verified User
Review Source
Mattersight Behavioral Analytics is being used by multiple departments within the organization. It allows users to quickly identify targeted coaching opportunities within calls and has multiple enhanced search features. The reporting that is available has helped us identify trends in calls as well as address outliers in our coaching efforts.
Jordan Lenaburg | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Mattersight is used by our entire organization of frontline agents. It is used by our sales departments, customer service departments and speciality service departments. It is used for call recording purposes as well as personality matching and coaching. It addresses the issues of coaching to individual performance while identifying key metrics which support overall growth and development of the organization. The truth is, Mattersight is an amazing tool. To be able to locate calls which demonstrate specific behaviors which are being coached to in an easy, efficient and predictable manner is priceless. Plus being able to correlate these behaviors to specific personality traits and being trained on how to coach to those personality traits, well that is incredibly useful. Mattersight is in my opinion the best behavioral analytics tool on the market. It's a complete package.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Mattersight Behavioral Analytics is being used by our customer service reps to identify the personality styles of callers. This has helped reps to adapt their approach to the caller. They are able to recognize language clues. They can understand how their individual personality style affects their calls and relationships with co-workers. Our management staff reviews the data so that they can appropriately and effectively coach employees. Our training team utilizes Mattersight Behavioral Analytics to help supervisors fine tune the quality of their coaching so it is more effective. When used effectively, Mattersight reduces irate calls, multiple calls and improves overall customer satisfaction.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are currently piloting this software on a test group of agents in our call center. It is currently analyzing non interactive time, compliance with two partner offers our agents do on their calls and measuring engagement on the calls. The results confirm that we book more reservations when engagement is occurring on the calls and our partnership compliance is increasing.
Bounmy Thomas | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Mattersight Behavioral Analytics is being used across the whole organization. Right now our focus with Mattersight is to help coach and develop employees in addition to improving interactions with our customers to ensure the best customer experience. This tool provides the management team with data to help identify employee trends in behaviors as well as "the best approach" when coaching thier employees to change behaviors. It is a excellent tool when used regularly.
Stephen Arnold | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Mattersight Behavioral Analytics is used in our customer service area to drive better agent performance by improving visibility of KPIs and helping agents identify guest personality profiles. The well organized and insightful dashboard allows us to quickly identify areas of opportunity, resulting in more targeted coaching. No longer must we search through a large number of calls to find that coachable opportunity. Mattersight serves them up by category allowing for a more efficient and beneficial coaching session.