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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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Brian Gillespie | TrustRadius Reviewer
December 09, 2015

PBR Works in Retention

Brian Gillespie
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We currently use Mattersight Predictive Behavioral Routing in our Retention (Loyalty) queue in our West Division to increase both revenue and RGU retention of customers. We are preparing to test PBR in our Sales group in the Central Division to improve close rate and revenue generation. Our objective is to increase our revenue stream through PBR. In addition, we have found operational efficiencies through reduced average handle time (AHT).
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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

Use Cases and Deployment Scope

We are currently using Mattersight Behavioral Routing in our 150 person call center. We implemented this solution in order to increase efficiency, increase customer satisfaction and increase employee satisfaction. We also decided to use the personality profiles for coaching and to help our reps alter their communication based on the caller. All of our reps and leadership team have been through training with Mattersight.
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

Use Cases and Deployment Scope

ISG deployed Mattersight Predictive Behavioral Routing to optimize the customer experience and increase the company's sales conversion. We offer customers home services nationwide. Selling home services requires a consultative sales approach as not all customers are created equal. Mattersight has helped ISG pair callers with sales representatives best equipped to effectively explain the benefits of the products and services we offer.
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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

Use Cases and Deployment Scope

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 objective is that if the behavioral style of the caller and of the agent are complementary, then the quality of the interaction will be a good one. As a result, we have seen some reduction in our average handle time. We are also gauging the impact to our overall customer satisfaction scores.
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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