BrightGauge vs. Mattersight Behavioral Analytics (discontinued)

I think this tool is an absolute have to have for MSPs, especially those using ConnectWise PSA for a ticketing system. From internal KPIs to showing customer's the value of your Managed Service, you will need this tool. 9/10 because the need for longer data sets is growing for my team. Trend lines over time are a big push industry wide to show improvements in our customers over the time as our MSP customer. Presently my team has to use CW PSA's Report Writer and that tool is the least user friendly we've encountered. Looking forward to the evolution of BrightGauge for our business

Incentivized

IF it is cruicial in your organization to have the internal conversations recorded, this is NOT the product for you. If you do not need that, the savings in time by the software analyzing calls in a way where you can search for specific incidents is fantastic. The training on personality types and how to work with each one is also a great tool for any organization. I can say if it weren't for the rep to rep recording piece, I would give this product a 9.

Incentivized

• Robust and flexible kinds of dashboards and gauges
• Great customer support that often leaves custom video recordings answering your question, showing you how to do what you're asking
• Good ability to tie into critical data sources for our company's operations

Incentivized

• 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.

Incentivized

• Modifying data sets to bring in custom fields requires an experienced SQL engineer
• Cost when bringing in lots of data sources can be prohibitive
• Limited ability to format gauges and reports
• Make MFA a requirement - this data is sensitive and giving the admin the ability to force MFA is a MUST!

Incentivized

• Maintainence of the portal. Mattersight will sometimes perform scheduled maintainence on the portal which disrupts the completion of goals.
• Usable reporting. Mattersight could do better with creating usable reports of individual performance.
• Interaction with phone system. Changes to the IVR will often cause calls to be lost and thus have gaps in reporting.

Incentivized

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

Incentivized

Usability is BrightGauge's strength. Granting the ability of virtually any user to be able to create a dashboard is incredibly valuable. If an organization very simple and straight forward reporting needs then BrightGauge is a perfect fit for them. Connecting to the dataset we used was very quick and easy and I imagine it would be the same for any major data source you would like to pull from.

Incentivized

Overall, navigating in the system is easy

Incentivized

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.

Incentivized

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.

Incentivized

We did not need to use BrightGauge's support for the entire time that we used it. Best support is always the one that isn't needed because nothing breaks.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

We looked very briefly at Solar Winds, but due to Connectwise the reporting was not very accurate and was conflicted.

Incentivized

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.

Incentivized

This is such a great product.

Incentivized

• Faster compilation of Business Review material
• For larger customers, the dashboarding has helped our customers to remain sticky and add services/revenue to our MSP. They want to add more fragments of their IT for the 1 pane rollup.
• From a leadership perspective, BG has allowed me to make difficult staffing decisions with confidence. Detailed metric driven decisions on who is hitting KPIs/who isn't - as well as when data proved we were overstaffed and understaffed.

Incentivized

• We believe we improved our customer service with our employees working with our customers and adapting to their styles.
• We improved our manager's efficiency selecting calls to monitor and conducting impactful coaching sessions.
• We had challenges determining a true ROI as we found it difficult/impossible to fully isolate Mattersight's impact to our bottom line. It was hard to attribute our lead conversion applications and revenue directly to Mattersight with several other external factors in play.

Incentivized