Klaus vs. Mattersight Behavioral Analytics (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Klaus
Score 8.9 out of 10
N/A
High-growth companies can use Klaus to improve their customer support quality. Improved CSAT & efficiency metrics after the first month of usage. Impactful coaching sessions and 1-1s based on performance metrics and conversation examples. Actionable metrics to track quality and identify issues as they arise. 90% time saved compared to doing reviews manually using spreadsheets. Built by support folks for support folks, Klaus offers a 360°…
$0
Up to 10 conversation reviews per week
Mattersight Behavioral Analytics (discontinued)
Score 7.5 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.N/A
Pricing
KlausMattersight Behavioral Analytics (discontinued)
Editions & Modules
Free Trial
$0.00
Up to 10 conversation reviews per week
No answers on this topic
Offerings
Pricing Offerings
KlausMattersight Behavioral Analytics (discontinued)
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsBoth plans include: Connect to your customer support software Create sophisticated filters to find conversations for review Set and track goals for the number of reviews Email notifications and reports Roles for different review setups (peer review, review by a manager, etc.) A fancy dashboard and data exports Customizable rating categories with weighting Slack integration for delivering reviews
More Pricing Information
Community Pulse
KlausMattersight Behavioral Analytics (discontinued)
Top Pros

No answers on this topic

Top Cons

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Best Alternatives
KlausMattersight Behavioral Analytics (discontinued)
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
Eleveo
Eleveo
Score 9.2 out of 10
Eleveo
Eleveo
Score 9.2 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
KlausMattersight Behavioral Analytics (discontinued)
Likelihood to Recommend
-
(0 ratings)
8.8
(39 ratings)
Likelihood to Renew
-
(0 ratings)
9.1
(3 ratings)
Usability
-
(0 ratings)
8.2
(2 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Performance
-
(0 ratings)
7.3
(1 ratings)
Support Rating
-
(0 ratings)
9.1
(1 ratings)
In-Person Training
-
(0 ratings)
9.1
(1 ratings)
Online Training
-
(0 ratings)
9.1
(1 ratings)
Implementation Rating
-
(0 ratings)
9.1
(1 ratings)
Configurability
-
(0 ratings)
9.1
(1 ratings)
Ease of integration
-
(0 ratings)
9.1
(1 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(1 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
KlausMattersight Behavioral Analytics (discontinued)
Likelihood to Recommend
Klaus
No answers on this topic
Discontinued Products
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.
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Pros
Klaus
No answers on this topic
Discontinued Products
  • 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.
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Cons
Klaus
No answers on this topic
Discontinued Products
  • 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.
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Likelihood to Renew
Klaus
No answers on this topic
Discontinued Products
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
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Usability
Klaus
No answers on this topic
Discontinued Products
Overall, navigating in the system is easy
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Reliability and Availability
Klaus
No answers on this topic
Discontinued Products
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.
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Performance
Klaus
No answers on this topic
Discontinued Products
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.
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Support Rating
Klaus
No answers on this topic
Discontinued Products
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.
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In-Person Training
Klaus
No answers on this topic
Discontinued Products
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.
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Online Training
Klaus
No answers on this topic
Discontinued Products
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.
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Implementation Rating
Klaus
No answers on this topic
Discontinued Products
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.
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Alternatives Considered
Klaus
No answers on this topic
Discontinued Products
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.
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Scalability
Klaus
No answers on this topic
Discontinued Products
This is such a great product.
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Return on Investment
Klaus
No answers on this topic
Discontinued Products
  • 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.
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ScreenShots

Klaus Screenshots

Screenshot of DashboardScreenshot of ReviewsScreenshot of NotificationsScreenshot of FiltersScreenshot of Extensions