6 Ratings
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Score 7.7 out of 101
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

Mattersight Predictive Behavioral Routing

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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Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Mattersight Predictive Behavioral Routing
Agent dashboard
8x8 Virtual Contact Center
8.0
Mattersight Predictive Behavioral Routing
Validate callers
8x8 Virtual Contact Center
9.0
Mattersight Predictive Behavioral Routing
Outbound response
8x8 Virtual Contact Center
10.0
Mattersight Predictive Behavioral Routing
Call forwarding
8x8 Virtual Contact Center
10.0
Mattersight Predictive Behavioral Routing
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Mattersight Predictive Behavioral Routing
Warm transfer
8x8 Virtual Contact Center
9.0
Mattersight Predictive Behavioral Routing
Predictive dialing
8x8 Virtual Contact Center
8.0
Mattersight Predictive Behavioral Routing
Interactive voice response
8x8 Virtual Contact Center
8.0
Mattersight Predictive Behavioral Routing
Call scripts
8x8 Virtual Contact Center
9.0
Mattersight Predictive Behavioral Routing
Call tracking
8x8 Virtual Contact Center
9.0
Mattersight Predictive Behavioral Routing

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Mattersight Predictive Behavioral Routing
Inbound call routing
8x8 Virtual Contact Center
10.0
Mattersight Predictive Behavioral Routing
Recording
8x8 Virtual Contact Center
9.0
Mattersight Predictive Behavioral Routing
Quality management
8x8 Virtual Contact Center
9.0
Mattersight Predictive Behavioral Routing
Call analytics
8x8 Virtual Contact Center
8.0
Mattersight Predictive Behavioral Routing
Historical reporting
8x8 Virtual Contact Center
7.5
Mattersight Predictive Behavioral Routing
Live reporting
8x8 Virtual Contact Center
9.0
Mattersight Predictive Behavioral Routing

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • 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.
No photo available

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • 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.
No photo available

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.
Brian Gillespie profile photo

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • Reduced AHT.
  • Increased retained revenue.
  • Increased retained RGUs.
Brian Gillespie profile photo

Pricing Details

8x8 Virtual Contact Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

8x8 Virtual Contact Center More Information

Mattersight Predictive Behavioral Routing

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Calculate the Impact of Predictive Behavioral Routing on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

Mattersight Predictive Behavioral Routing More Information