Mattersight PBR.. a different way of thinking of call routing
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 …
NICE Nexidia Predictive Behavioral Routing
NICE Nexidia Predictive Behavioral Routing
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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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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)
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February 11, 2016
Mattersight PBR.. a different way of thinking of call routing
- 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.
December 09, 2015
PBR Works in Retention
- 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.
November 11, 2015
Knowing your callers- Mattersight can help
- 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.
October 15, 2015
Sales Center
- Routing has helped reduce attrition.
- ISG could use more in depth reporting that is available on demand.