2 Ratings
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Score 8.7 out of 101
50 Ratings
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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

I can't think of anything that would not benefit from Behavioral Analytics.
Cassandra Fulcher profile photo

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
  • I love how the systems analyzes the callers so QA's are able to help guide the agent on how to better handle that style on the next call.
  • I love how the system runs reports for us. We no longer have to manually enter and produce reports, which is a "bear" of a project.
  • Behavioral Analytics helps me keep track of not only my team's progress, but the progress of team leads and supervisors doing coaching and QA monitors.
Cassandra Fulcher profile photo

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
  • We REALLY need the rep to rep conversations. It is key in our area to know what transpired during the transfer of the call or during a conversation from say a rep to a team lead. Without this functionality, on some of the issues we face, we are guessing or driving blind.
  • There seem to be some issues with the linguistics surrounding Empathy and very little to help us coach on this. I have had reps using the same phrasing and sometimes it is recognized and sometimes not. The explanations we are given are too vague to really coach to.
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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

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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
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
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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

No score
No answers yet
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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

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 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
The version of Calabrio that we were using strictly recorded calls - It did not offer nearly as many options as what is available in Mattersight. Mattersight allowed us to implement a consistent approach to customer interactions. In addition, searching for calls, and specific points within the calls, is much more efficient with Mattersight.
No photo available

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
  • Consistent coaching
  • Improved efficiency for both coaches and front-line users
  • Quicker, actionable data to coach with
No photo available

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