Overview

Recent Reviews

Mattersight PBR.. a different way of thinking of call routing

8 out of 10

February 11, 2016

Mattersight PBR is being used in our organization to help route inbound calls to agents who are best able to handle that type of call. The …

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 …

Knowing your callers- Mattersight can help

8 out of 10

November 11, 2015

We are currently using Mattersight Behavioral Routing in our 150 person call center. We implemented this solution in order to increase …

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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NICE Nexidia Predictive Behavioral Routing

N/A

Unavailable

What is NICE Nexidia Predictive Behavioral Routing?

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

Entry-level set up fee?

No setup fee

Offerings

Free Trial
Free/Freemium Version
Premium Consulting / Integration Services

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Features Scorecard

No scorecards have been submitted for this product yet..

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

Consumers	0%
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 Types	SaaS
Operating Systems	Unspecified
Mobile Application	No
Supported Countries	United States
Supported Languages	English

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Reviews and Ratings

(7)

Ratings

Usability (1)

8.0

80%

Reviews

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February 11, 2016

Mattersight PBR.. a different way of thinking of call routing

Verified User

Executive in Customer Service

Financial Services Company, 1001-5000 employees

Score 8 out of 10

Vetted Review

Verified User

Review Source

Likelihood to Recommend

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.

December 09, 2015

PBR Works in Retention

Brian Gillespie

Vice President, Forecasting & Financial Excellence

Comcast (Media Production, 10,001+ employees)

Score 8 out of 10

Vetted Review

Verified User

Review Source

Likelihood to Recommend

Mattersight Predictive Behavioral Routing is best suited for sales type queues. It is more challenging (to cost justify) in care queues.

November 11, 2015

Knowing your callers- Mattersight can help

Kim Suarez

VP, Medical Operations and Customer Experience

Priority Health (Health, Wellness and Fitness, 501-1000 employees)

Score 8 out of 10

Vetted Review

Verified User

Review Source

Likelihood to Recommend

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

October 15, 2015

Sales Center

Josh Slater

VP of Sales

Infinity Sales Group (Telecommunications, 201-500 employees)

Score 9 out of 10

Vetted Review

Verified User

Review Source

Likelihood to Recommend

The core function of the center determines how the solution should be applied. ISG is primarily a sales organization which has much different KPIs than a customer service organization.