AgentTime Scheduler

2 Ratings
Score 8.7 out of 101

Mattersight Behavioral Analytics

50 Ratings
Score 9 out of 101

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Likelihood to Recommend

AgentTime Scheduler

Easy for employees to adjust everything on time and it has smart scheduling features as compared to other software. AgentTime Scheduler is always one step ahead of others. However, the problem encountered by customers is that they cannot manage to sign in to the system to print schedules prepared for them and we keep getting negative feedback.
Barbara Johnson profile photo

Mattersight Behavioral Analytics

My recommendation would vary based on the size of the potentially interested company and the nature of their business. Smaller companies will benefit less with this tool because those companies can typically train their workforce in a more consistent manner. However, once companies expand to multiple locations, it may be more beneficial to have a single approach to customer interactions and one portal that everyone works out of. Sales and Customer Service seem to be the main beneficiaries of this type of tool.
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Pros

  • Customers can log in the system 7/24 without facing any problems.
  • AgentTime has the best features and safe connections for the staff.
  • Workers can send messages on time when the school has some class cancelations to all students.
Barbara Johnson profile photo
  • The Communications behavioral model typology is an excellent model to help employees understand and improve how they communicate to others including customers, colleagues and in their personal affairs.
  • The tools in the portal have improved the efficiency of how we do performance management.
  • Mattersight's training materials and training support are excellent. Probably the best I have ever seen from a vendor.
  • Quality people on their end working with us during implementation and post implementation support.
  • The linguistics technology and the use of call recording has provided us much greater options than our previous call recording technology.
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Cons

  • Price of it might be expensive for small business but the product can still be used by any type of business.
  • Logging into the system is taking some time. It should be checked to see what is going on inside the system.
  • The scheduled time which is sent via e-mail is not received on time. It may have some bug problems.
Barbara Johnson profile photo
  • To improve the amount of false positives reported. 20% of the calls have false positive information that we don't need to review for compliance events.
  • More accountability to resolve issues in a shorter amount of time.
  • Speed up the application. Users experience slight delays within the portal.
Michael Shea profile photo

Likelihood to Renew

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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

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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
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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

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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

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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

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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

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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

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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 had many problems with a similar program in the organization and we decided we are interested in another software for time schedule and some of our customers recommended AgentTime Scheduler. We then used it for testing. Our first impression was positive about the software after spending 3 weeks and immediately we started to use it in the whole organization.
Barbara Johnson profile photo
In the past, we have used a different vendor that does not provide as much content as Behavioral Analytics. Mattersight Behavioral Analytics provides more automation and offers more sophisticated technology that allows the customer to customize the tool based on its needs
WaDee'ah Crowder 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

  • Customers experiencing sign-in problems.
  • Taking responses from our staff on time satisfies our customers.
  • The software is truly confidential and safe. This is first thing what we users are looking for and AgentTime has this.
Barbara Johnson profile photo
  • Improved customer service that also improved first call resolution that helped identify frequent call back reasons
  • Increase in coaching efforts such as self coaching and manager to rep coaching
  • Improvement on how to address high attrition risk customers
WaDee'ah Crowder profile photo

Pricing Details

AgentTime Scheduler

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

AgentTime Scheduler 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