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NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) Reviews

7 Ratings
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Score 8.0 out of 100

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Reviews (1-4 of 4)

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Kim Suarez | TrustRadius Reviewer
November 11, 2015

Knowing your callers- Mattersight can help

Kim Suarez
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
Read Kim Suarez's full review
Josh Slater | TrustRadius Reviewer
October 15, 2015

Sales Center

Josh Slater
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.
Read Josh Slater's full review
Anonymous | TrustRadius Reviewer
February 11, 2016

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

Verified User
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.
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NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) Scorecard Summary

Likelihood to Recommend (7)
8.0
Usability (1)
8.0

About NICE Nexidia Predictive Behavioral Routing (formerly Mattersight)

The former Mattersight Predictive Behavioral Routing service is now part of NICE Nexidia Analytics since the acquisition of Mattersight in 2018.
Categories:  Predictive Analytics,  Call Center Workforce Optimization

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) Features

Has featureEasy Integration & Implementation – With no training needed and integrations to existing systems and hardware, using Mattersight’s Predictive Behavioral Routing is turnkey and painless
Has featurePerformance-based Pricing – The price our enterprise clients pay is a function of the value we drive
Has featureImmediate 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
Has featureOpen APIs – Easily access data and securely share insights across the organization
Has featureFlexible Deployment Options – Private cloud, public cloud, hybrid, and on-premises options available
Has featureWorld-class Data & Security – ISO27001, HIPAA, PCI-DSS, SOC 2, AICPA, and Privacy Shield Framework

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) Integrations

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

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) 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 Predictive Behavioral Routing on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) Customer Size Distribution

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

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) Support Options

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

NICE Nexidia Predictive Behavioral Routing (formerly Mattersight) Technical Details

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