CallMiner Eureka vs. Mattersight Predictive Behavioral Routing (discontinued)

CallMiner Eureka

CallMiner Eureka

13 Reviews and Ratings

Mattersight Predictive Behavioral Routing (discontinued)

Mattersight Predictive Behavioral Routing (discontinued)

9 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
CallMiner Eureka	Score 7.8 out of 10	N/A	CallMiner provides conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers a platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation.	N/A
Mattersight PBR	Score 6.0 out of 10	Enterprise companies (1,001+ employees)	The former Mattersight Predictive Behavioral Routing was a solution to route inbound calls to agents best able to handle any particular kind of call. The product is no longer available for sale since NICE System's acquisition of Mattersight.	N/A

Pricing

CallMiner Eureka

Mattersight Predictive Behavioral Routing (discontinued)

Editions & Modules

No answers on this topic

No answers on this topic

Offerings

Pricing Offerings
CallMiner Eureka	Mattersight PBR
Free Trial
No	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	Yes

Entry-level Setup Fee

No setup fee

No setup fee

Additional Details

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More Pricing Information

Community Pulse
	CallMiner Eureka	Mattersight Predictive Behavioral Routing (discontinued)
Top Pros	Pro Bi tools Pro Collect data Pro Decisions based	Pro Ease of integration Pro Data reporting Pro Existing infrastructure
Top Cons	Minus Customer service Minus Technical help Minus Interface looks	Minus Different data Minus Data import Minus Multiple solutions

Best Alternatives
	CallMiner Eureka	Mattersight Predictive Behavioral Routing (discontinued)
Small Businesses	Clari Copilot Score 8.9 out of 10	8x8 Contact Center Score 7.6 out of 10
Medium-sized Companies	Clari Score 8.2 out of 10	Eleveo Score 9.2 out of 10
Enterprises	Clari Score 8.2 out of 10	Calabrio Teleopti WFM Score 7.8 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	CallMiner Eureka	Mattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend	8.0 (5 ratings)	7.6 (4 ratings)
Usability	- (0 ratings)	8.0 (1 ratings)
Support Rating	9.0 (2 ratings)	- (0 ratings)

User Testimonials
	CallMiner Eureka	Mattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend	CallMiner Call history tracking functionalities and the ability to manage different contacts are effective through CallMiner Eureka's capabilities. Setting the interface is an easy task and the quality of the tool services is an incredible and easy communication platform for the members of the different projects. The tool has effective scheduling functions and easy project management tools which allows effective data import through the integration tools. Incentivized Annette Gilmour Senior Project Manager Read full review	Discontinued Products 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 Verified User Anonymous Read full review
Pros	CallMiner Intent scoring Custom User Dashboards Drill down to each touchpoint experience Incentivized Verified User Anonymous Read full review	Discontinued Products 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 Brian Gillespie Vice President, Forecasting & Financial Excellence Read full review
Cons	CallMiner Admin tools such as integration/ingestion tracking. Incentivized Verified User Anonymous Read full review	Discontinued Products ISG could use more in depth reporting that is available on demand. Josh Slater VP of Sales Read full review
Support Rating	CallMiner We have not yet had to contact support for our Eureka service. Incentivized LB Lenny Byers Service Support Specialist Read full review	Discontinued Products No answers on this topic
Alternatives Considered	CallMiner CallMiner Eureka was stronger in reporting but weaker inaccuracy. It provided good reports to focus our QA program and individuals but sometimes the interpretation of the statements was wrong. Incentivized MG Mark Goin Consultant Read full review	Discontinued Products 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 Brian Gillespie Vice President, Forecasting & Financial Excellence Read full review
Return on Investment	CallMiner Easy to engage with customers. Effective project communication platform. Easy to provide reports and also manage contacts list. Incentivized Annette Gilmour Senior Project Manager Read full review	Discontinued Products Positive ROI Still assessing customer satisfaction Still assessing employee satisfaction Kim Suarez VP, Medical Operations and Customer Experience Read full review
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