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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

Pros and Cons

  • Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
  • Contains governors to minimize the impact on agents and customers during busy periods.
  • Ease of integration into our existing infrastructure.
  • Sales/support teams from Mattersight are fantastic.
  • The test scenario should have included all call types (including transfers).
  • PBR should be able to work simultaneously across different switches (because of the size of our organization, we may have to split a sales queue across two switches - while PBR can optimize within a switch, optimizing across switches is preferred).
  • Include agent personality identification and communication training with the rollout.
Read Brian Gillespie's full review
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

Pros and Cons

  • Behavioral routing helps Priority Health match the caller with the rep most effective with that caller type creating a better overall experience.
  • Training and coaching helps eliminate "bad" talk time - silences, customer distress- making call more effective and efficient.
  • Reps appreciated the training- very insightful.
  • Mattersight team is fabulous! We've felt very supported throughout the length of the relationship.
  • Our business is very seasonal and routing is not as effective during peak call volumes.
  • This is more of a hint - Mattersight has multiple solutions and I wish I would've given more thought to what was implemented in what order.
Read Kim Suarez'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

Pros and Cons

  • Mattersight is every effective in working closely with their customers to ensure understanding of the process.
  • Mattersight provides high level reporting that shows the impact the system is having within the business.
  • When the calls are able to be routed, the reduction in handle time can be easily calculated.
  • Mattersight PBR does not necessarily provide detail down to the agent level.
  • The routing of calls cannot be done on every call because the system requires at least two agents to be available for it to effectively route the call.
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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