The vendor states that Informatica Data Quality empowers companies to take a holistic approach to managing data quality across the entire organization, and that with Informatica Data Quality, users are able to ensure the success of data-driven digital transformation initiatives and projects across users, types, and scale, while also automating mission-critical tasks.
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Mattersight Behavioral Analytics (discontinued)
Score 7.3 out of 10
Enterprise companies (1,001+ employees)
Mattersight Behavioral Analytics, alternately known as Nexidia Analytics after Mattersight's acquisitions by NICE Systems, was a tool used to identity behavioral trends occurring in customer service, and help organizations to identify coaching opportunities. The product is no longer available for sale.
For effective data collaboration, systematic verification of customer information, and address, among others, Informatica Data Quality is a fruitful application to consider. Besides, Informatica Data Quality controls quality through a cleansing process, giving the company a professional outline of candid data profiling and reputable analytics. Finally, Informatica Data Quality allows the simplistic navigation of content, with a dashboard that supports predictability.
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.
The matching algorithms in IDQ are very powerful if you understand the different types that they offer (e.g., Hamming Distance, Jaro, Bigram, etc..). We had to play around with it to see which best suit our own needs of identifying and eliminating duplicate customers. Setting up the whole process (e.g., creating the KeyGenerator Transformation, setting up the matching threshold, etc..) can be somewhat time consuming and a challenge if you don't first standardize your data.
The integration with PowerCenter is great if you have both. You can either import your mappings directly to PowerCenter or to an XML file. The only downside is that some of the transformations are unique to IDQ, so you are not really able to edit them once in PowerCenter.
The standardizer transformation was key in helping us standardize our customer data (e.g., names, addresses, etc..). It was helpful due to having create a reference table containing the standardized value and the associated unstandardized values. What was great was that if you used Informatica Analyst, a business analyst could login and correct any of the values.
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.
As pointed out earlier, due all the robust features IDQ has, our use f the product is successful and stable. IDQ is being used in multiple sources (from CRM application and in batch mode). As this is an iterative process, we are looking to improve our system efficiency using IDQ.
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
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.
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.
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.
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.
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.
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.
Has a suite of applications and components that we can integrate with Informatica Power center to deliver enterprise-strength data quality capabilities in a wide range of scenarios. Provides comprehensive and modular support for all data and all use cases whether in small or complex projects. Streamlined data discovery with a broad and deep lineup of enterprises.
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.
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.
