C5i Discovery vs. Mattersight Predictive Behavioral Routing (discontinued)

Course5 Discovery was able to help my organization with cross-functional data by monetizing it. Our data was transformed into augmented dashboards which are easy to navigate - I've never used a platform like this, so I found that this solution minimal enough for a beginner, but also intelligent enough for a seasoned professional. Course5 Discovery was able to curate personal stories around our data which allowed us to make better business decisions because we were basing them on facts and analytics. More importantly, these analytics are presented in a way that makes sense! The insights provided to our business were a mix of facts that were both predictive and prescriptive, which brought out the business to the next level. We no longer have to take the time to run endless reports, and then spend hours trying to decipher them. Instead, with Course5 Discovery all the information, data, and insights we need are right in front of us when we need it most.

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

• Data Visualization.
• Predictive Modeling.
• Trend Analysis.
• Data Analysis.

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

• Multi-Platform use.
• Mobile Suport.
• Customization.

Incentivized

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

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

• We saved time because the analytics were presented in a way that made sense.
• Return on Investment.
• Scalability as a company.

Incentivized

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