NICE Nexidia Predictive Behavioral Routing

NICE Nexidia Predictive Behavioral Routing
Formerly Mattersight

About TrustRadius Scoring
Score 8.0 out of 100
NICE Nexidia Predictive Behavioral Routing

Overview

Recent Reviews

PBR Works in Retention

8 out of 10
December 09, 2015
We currently use Mattersight Predictive Behavioral Routing in our Retention (Loyalty) queue in our West Division to increase both revenue …
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Sales Center

9 out of 10
October 15, 2015
ISG deployed Mattersight Predictive Behavioral Routing to optimize the customer experience and increase the company's sales conversion. We …
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Pricing

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What is NICE Nexidia Predictive Behavioral Routing?

The former Mattersight Predictive Behavioral Routing service is now part of NICE Nexidia Analytics since the

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  • No setup fee

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  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Product Details

What is NICE Nexidia Predictive Behavioral Routing?

The former Mattersight Predictive Behavioral Routing service is now part of NICE Nexidia Analytics since the acquisition of Mattersight in 2018.

NICE Nexidia Predictive Behavioral Routing Features

  • Supported: Easy Integration & Implementation – With no training needed and integrations to existing systems and hardware, using Mattersight’s Predictive Behavioral Routing is turnkey and painless
  • Supported: Performance-based Pricing – The price our enterprise clients pay is a function of the value we drive
  • Supported: Immediate and Measurable Results – With powerful behavioral algorithms and a propriety database of customer behavioral profiles, our clients can expect measurable outcomes the moment our solutions are switched on
  • Supported: Open APIs – Easily access data and securely share insights across the organization
  • Supported: Flexible Deployment Options – Private cloud, public cloud, hybrid, and on-premises options available
  • Supported: World-class Data & Security – ISO27001, HIPAA, PCI-DSS, SOC 2, AICPA, and Privacy Shield Framework

NICE Nexidia Predictive Behavioral Routing Downloadables

NICE Nexidia Predictive Behavioral Routing Integrations

  • NICE inContact
  • Cisco
  • Genesys
  • Verint
  • Aspect
  • Fonality
  • Amazon Connect

NICE Nexidia Predictive Behavioral Routing 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 Predictive Behavioral Routing Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUnited States
Supported LanguagesEnglish

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Reviews and Ratings

 (7)

Ratings

Reviews

(1-4 of 4)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.
Kim Suarez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
I would recommend that anyone running a call center at least have a conversation with Mattersight. Things you need to think through:

  • Which solutions you implement in what order
  • Consideration to peak volumes
  • Culture issues - how you think about quality
  • Balance between efficiency and staff retention
  • Communication plan and change management