MATLAB vs. Mattersight Predictive Behavioral Routing (discontinued)

MATLAB really does best for solving computational problems in math and engineering. Especially when you have to use a lot of functions in your solving process, or if you have a nonlinear equation that must be iteratively solved. [MATLAB] can also perform things like integration and derivation on your equations that you put into it.

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

• It has a very user friendly library which helps users learn this software fairly quickly in a short span of time.
• The graphical user interface provided by the software is really good.
• The code that a person writes allows options for debugging.
• One can visualize the flow of control of their code inside MATLAB.

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

• MatLab is pricier than most of its competitors and because of this reason, many organizations are moving towards cheaper alternatives - mostly Python.
• MatLab is inefficient when it comes to performing a large number of iterations. It gets laggy and often crashes. Python is better in this regard.
• There is a limited number of hardware options (mostly NI) that can be connected directly to the data acquisition toolbox.

Incentivized

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

MATLAB is pretty easy to use. You can extend its capabilities using the programming interface. Very flexible capabilities when it comes to graphical presentation of your data (so many different kinds of options for your plotting needs). Anytime you are working with large data sets, or with matrices, MATLAB is likely to be very helpful.

Incentivized

The built-in search engine is not as performing as I wish it would be. However, the YouTube channel has a vast library of informative video that can help understanding the software. Also, many other software have a nice bridge into MATLAB, which makes it very versatile. Overall, the support for MATLAB is good.

Incentivized

How MATLAB compares to its competition or similar open access tools like R (programming language) or SciLab is that it's simply more powerful and capable. It embraces a wider spectrum of possibilities for far more fields than any other environment. R, for example, is intended primarily for the area of statistical computing. SciLab, on the other hand, is a similar open access tool that falls very short in its computing capabilities. It's much slower when running larger scripts and isn't documented or supported nearly as well as MATLAB.

Incentivized

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

• MATLAB helps us quickly sort through large sets of data because we keep the same script each time we run an analyzation, making it very efficient to run this whole process.
• The software makes it super easy for us to create plots that we can then show to investors or clients to display our data.
• We are also looking to create an app for our product, and we will not be able to do that on MATLAB, therefore creating a limiting issue and a new learning curve for a programming language.

Incentivized

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