Brainshark vs. Mattersight Predictive Behavioral Routing (discontinued)

Brainshark is very user-friendly and it’s very easy to create learning content, even a beginner could walk through it fairly easily. They also have a great support team and help site that can pretty much answer any question with video tutorials.

Incentivized

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.

Incentivized

• I love how easy creating a Brainshark and their formal learning is to use. Upload an animated Power Point, record audio, add music, or use videos etc.
• Their formal learning also keeps track of people in classes, allows us to invite people to a curricula, send notifications when classes are added, and update on the fly without having to resubmit all new classes.
• I also love that people in classes can run their own transcript and see where they are in a program, and if graded how they scored.

Incentivized

• Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
• Contains governors to minimize the impact on agents and customers during busy periods.
• Ease of integration into our existing infrastructure.
• Sales/support teams from Mattersight are fantastic.

Incentivized

• Brainshark has addressed a number of feature enhancements over the past two years...it really performs at a high level on a consistent basis...
• Ocassionally we run into a large video file >500mb that we have to address directly with support but it does not happen very often...

• ISG could use more in depth reporting that is available on demand.

Our customers (internal employees) have expressed desired for online learning and we have received positive feedback on the Brainshark modules used in eLearning and communications. We are also increasing usage at the project level as the word spreads about the benefits of using Brainshark.

The vendor offers customer support services that are reliable and diverse and this ensures that users do not get stuck anywhere in using the platform and are able to use with minimal hitches.

Incentivized

I'm always able to access Brainshark, whether it is to upload, record, share, download, or view presentations. Whenever I do need to contact someone at Brainshark, there is always someone there. I have never had a problem accessing a presentation and any updates to presentations are viewable immediately.

We've found a few glitches and needed some branding updated. Each time we've called, they were super responsive and cared about my issue as much as I did! They've even helped me (and another vendor) figure out how to have this other outside software integrate with theirs to achieve an even greater presentation. I'm super impressed with their Customer Service people.

Incentivized

The training is easy to use. You can take as little or as much as you need. The instructions are clear and easy to follow. There is a variety of training you can take. There are mini lessons, courses, and webinars. The folks at Brainshark truly want to help you have the best presentation possible.

Their ongoing support after implementation is excellent and easy to access...

There are a lot of sites that allow you to host/share content in the loud. What won for me was their tracking, analytics, and reporting. At the time there was nobody even close to Brainshark and I have not seen anything since that would make me want to switch. I look forward to many years working with them.

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.

Incentivized

• Client satisfaction - we send out summaries of our big webcasts/conference calls via Brainshark. We've received lots of replies stating they love the format because they can consume the information on their own time.
• Time to market - before Brainshark, it took several days, if not weeks to work with a design team to get professional-looking summaries available. Now, we have the process down to a day or two.

Incentivized

• Positive ROI
• Still assessing customer satisfaction
• Still assessing employee satisfaction