8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Mattersight Behavioral Analytics

50 Ratings
Score 9 out of 101

Add comparison

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 Behavioral Analytics

Mattersight Behavioral Analytics has really helped us control human error especially when it comes to compliance related events. The use of real time alerts and being notified of a compliance event to review has helped us reduce risk to the customer and the bank. It has also helped us improve our performance metrics. We are able to identify key coaching areas that give us the best opportunity to be successful but at the same time service our customers
Michael Shea profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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 designed to record 100% of inbound and outbound calls to the company.
  • Helps identify "personality types" particular to specific callers. In other words, the system has a way of identifying a specific caller's word choice and categorizing the caller in to one out of 8 specific personality types.
  • They capture a lot of data which can provide helpful reporting on call volume which can help steer the business.
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
  • Portal upgrades typically only happen 2-3 times a year, meaning if a change in functionality is needed quickly (ie - change in gov't regulations) it may not be able to accommodate.
  • Have had numerous problems capturing all of the calls within our Cisco environment.
Jeremy Hartranft profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Mattersight Behavioral Analytics9.1
Based on 3 answers
Mattersight Behavioral Analytics has always shown great support to our organization. They are always willing to help and find new ways to improve our customer experience. The team we have with Mattersight has become part of our everyday work lives in which we value their business
WaDee'ah Crowder profile photo

Usability

No score
No answers yet
No answers on this topic
Mattersight Behavioral Analytics8.2
Based on 2 answers
It is easy to use and navigate. When I need additional help the User guide is fabulous.
Cassandra Fulcher profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Mattersight Behavioral Analytics9.1
Based on 1 answer
We have not had any issues with BA's availability. It is always up and running. The only issues we run into is staff not logging in everyday because they already have so many systems up as it is. Other than users, BA is great and is always there.
Cassandra Fulcher profile photo

Performance

No score
No answers yet
No answers on this topic
Mattersight Behavioral Analytics7.3
Based on 1 answer
The pages load very quickly. The reports are nice. I wish I could understand a little more about what is on the reports and what all the sections mean, but once you remove the information that is not needed the reports are easy to filter through and read. I do wish that we would get Outlook notification for comments and monitors.
Cassandra Fulcher profile photo

Support

No score
No answers yet
No answers on this topic
Mattersight Behavioral Analytics9.1
Based on 1 answer
Mattersight gives great support. Every time I reach out to them I get a response within the hour, even if it is just to tell me that they will check into the issue. The staff always stays in contact and even after changes have been made or answers given they follow back up with you and make sure everything is going smoothly. The Mattersight team never makes you feel like you are burden and it feels that with every contact they grow a little more as well.
Cassandra Fulcher profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Mattersight Behavioral Analytics9.1
Based on 1 answer
This was a great class. We learned so much about the program and our team through the on-site training provided by Mattersight. The trainers were very professional and playful at the same time. They really brought the training to life. The trainers were great at answering all questions and making sure we could train our staff in the same professional, yet fun, manner.
Cassandra Fulcher profile photo

Online Training

No score
No answers yet
No answers on this topic
Mattersight Behavioral Analytics9.1
Based on 1 answer
I love the roundtable meetings. This is a great way to come together with other companies that are also using the product. It is great to hear about how others train and hear some of their struggles and success stories, so we are able to make the best BA training out there.
Cassandra Fulcher profile photo

Implementation

No score
No answers yet
No answers on this topic
Mattersight Behavioral Analytics9.1
Based on 1 answer
It was really nice to start slowly and train leadership and then slowly start implanting of BA to the staff. This helped with coaching and helped with new staff as they hit the floor. We found that this helped the staff relate and share stories to help with team dynamic. Great system.
Cassandra Fulcher profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Mattersight BA is a better tool because it is more comprehensive and truly aligned with the business needs.
Daryl John Abejuela, RN profile photo

Scalability

No score
No answers yet
No answers on this topic
Mattersight Behavioral Analytics9.1
Based on 1 answer
This is such a great product.
Cassandra Fulcher 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
  • Improved Customer Satisfaction - through increased positive survey ratings
  • Increased First Call Resolution rates and decreased callbacks / return calls
  • Improved quality and employee efficiency
Daryl John Abejuela, RN 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 Behavioral Analytics

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 Mattersight Behavioral Analytics on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

Mattersight Behavioral Analytics More Information