20 Ratings
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Score 7.7 out of 101
50 Ratings
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Score 9 out of 101

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Likelihood to Recommend

Aspect Workforce Management

If the center I am assisting is less than 200 seats, it is not likely Aspect would make the list because of price. If the contact center is multi-media, there are other products that do a much better job forecasting requirements for emails, outbound and chat. I also don't like that it has so many modules/add-ons that you have to pay extra for. This system is well suited for larger calls centers that are multi-site but not too complex with multi-skills or media types. It would also be a much more appealing product if there was a hosted or SaaS version. it were Hosted.
Wendy Fowler profile photo

Mattersight Behavioral Analytics

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

Pros

  • Long range forecasting as well as forecasting using multiple models.
  • Schedule Testing - Being able to test your current or proposed schedules against various forecasts.
  • Real-Time Tracking, a lot of insight is given around if an agent was available and when.
Jason Reaves profile photo
  • I like seeing at a glance the metrics for my reps and being able to know where they are struggling whether it be empathy, NI, or any other issues.
  • Being able to search for particular pieces in a call such as excessive NI time, or a spot where a rep expresses empathy makes it really easy to dial down to the different items we need to coach to.
  • Identification of the customer personality as well as the information on how to work with the different personality types is also a good resource for us.
  • The ability for a representative to review their own calls is key in our coaching and the ability to help them grow.
No photo available

Cons

  • Back office support. Aspect needs to expand its product offerings to back office (processing) integration (forecasting and staffing)
  • Ability to combine forecasting and staffing capabilities for front office (call centers) and back office (processing) units.
  • Seamless integration with non-aspect phone systems (such as Avaya, Cisco, ...), call recording systems (Nice, Etalk...etc) and other non-Aspect solutions
FERENC CSATLÓS; MBA, PMP profile photo
  • Call routing based on personality doesn't seem to jive with our particular set-up.
  • We've had situations where calls are not recorded.
  • Linguistics are not always "painted" correctly in the portal.
No photo available

Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
I do not currently use the product. My clients do and it is a good tool if you use it the right way.
Wendy Fowler profile photo
Mattersight Behavioral Analytics9.1
Based on 3 answers
BA has been a great asset to our company. Everyone loves to get involved and tell their stories. It is nice when you see an agent on they floor, several months after their training, and they are still talking to you about stories and events that happened in their lives and how it relates to the BA model.
Cassandra Fulcher profile photo

Usability

Aspect Workforce Management8.0
Based on 1 answer
Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
Rachel Honeywood profile photo
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

Aspect Workforce Management8.0
Based on 1 answer
I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
No photo available
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

Aspect Workforce Management9.0
Based on 1 answer
Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
No photo available
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

One of the primary reason why we selected Aspect eWFM solution was because of the scenario based modeling functionality. In other solutions (such as IEX, Blue Pumpin..etc) this functionality is not available. In our industry it was critical to be able to use scenario based modeling and quickly react the call volume spikes.
FERENC CSATLÓS; MBA, PMP profile photo
The fact that Mattersight's recording technology records in stereo and allows the linguistic technology to separate out the customer from the agent is a major positive for Mattersight. The technology is superior to other call recording technology we used (Calabrio) but is also more expensive. Mattersight does not seem to have any direct competition when it comes to their behavioral analytics model which makes them unique. Not fully knowledgeable about this recording analytics technology and the industry around it. Its a new technology that is still in its infancy so I think companies are still try to find the best application to understand how the can truly maximize this service. It is an expensive technology but Mattersight is competitively priced for what it offers, the real question is for the organization to develop a strategy to fully utilize the tool for a strong ROI.
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

  • Staffing cost
  • Identifying gaps in the day, using intra-days to map out and foresee trouble areas and plan for them
  • Cross functioning teams, using the tools this application has to help manage different LOB's
Roy Huron profile photo
  • Increased accountability for our employees.
  • Accessibility to review calls at any level in the organization, provided the employee has been provided access.
  • My peers seem to be a little overwhelmed at times with all the information that is presented during monthly meetings - not sure on how to interpret the data and how to use the data to coach agents. This isn't a direct fault of Mattersight, but it may be helpful to have more pronounced feedback about the results of agent performance when meeting with the supervisors.
No photo available

Pricing Details

Aspect Workforce Management

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

Aspect Workforce Management 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