Mattersight Behavioral Analytics (discontinued) vs. Mautic (open source)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Mattersight Behavioral Analytics (discontinued)
Score 7.6 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
Mautic
Score 9.0 out of 10
N/A
Mautic Community Edition is an open source cross-channel campaign management software solution designed to enable users to build email, nurture campaigns, personalize messages, execute A/B tests, and measure results. The open source edition is community supported. Support is available for Acquia Campaign Studio, which is based on Mautic technology acquired by Acquia in May 2019. Acquia Campaign Studio is available on the
$0
Pricing
Mattersight Behavioral Analytics (discontinued)Mautic (open source)
Editions & Modules
No answers on this topic
Mautic Marketing Automation
$0
Offerings
Pricing Offerings
Mattersight Behavioral Analytics (discontinued)Mautic
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Mattersight Behavioral Analytics (discontinued)Mautic (open source)
Top Pros
Top Cons
Features
Mattersight Behavioral Analytics (discontinued)Mautic (open source)
Email & Online Marketing
Comparison of Email & Online Marketing features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Mautic (open source)
8.5
9 Ratings
9% above category average
WYSIWYG email editor00 Ratings7.88 Ratings
Dynamic content00 Ratings7.89 Ratings
Ability to test dynamic content00 Ratings7.89 Ratings
Landing pages00 Ratings9.47 Ratings
A/B testing00 Ratings8.98 Ratings
Mobile optimization00 Ratings8.58 Ratings
Email deliverability reporting00 Ratings8.49 Ratings
List management00 Ratings9.59 Ratings
Triggered drip sequences00 Ratings8.58 Ratings
Lead Management
Comparison of Lead Management features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Mautic (open source)
8.4
9 Ratings
9% above category average
Lead nurturing automation00 Ratings8.59 Ratings
Lead scoring and grading00 Ratings8.59 Ratings
Data quality management00 Ratings8.57 Ratings
Automated sales alerts and tasks00 Ratings8.07 Ratings
Campaign Management
Comparison of Campaign Management features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Mautic (open source)
8.5
7 Ratings
11% above category average
Calendaring00 Ratings8.07 Ratings
Event/webinar marketing00 Ratings9.06 Ratings
Social Media Marketing
Comparison of Social Media Marketing features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Mautic (open source)
7.4
6 Ratings
1% below category average
Social sharing and campaigns00 Ratings7.45 Ratings
Social profile integration00 Ratings7.46 Ratings
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Mautic (open source)
8.7
9 Ratings
15% above category average
Dashboards00 Ratings8.99 Ratings
Standard reports00 Ratings8.89 Ratings
Custom reports00 Ratings8.47 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Mautic (open source)
6.0
9 Ratings
23% below category average
API00 Ratings7.49 Ratings
Role-based workflow & approvals00 Ratings7.95 Ratings
Customizability00 Ratings7.97 Ratings
Integration with Salesforce.com00 Ratings4.65 Ratings
Integration with Microsoft Dynamics CRM00 Ratings4.02 Ratings
Integration with SugarCRM00 Ratings4.02 Ratings
Best Alternatives
Mattersight Behavioral Analytics (discontinued)Mautic (open source)
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Vbout
Vbout
Score 9.4 out of 10
Medium-sized Companies
Eleveo
Eleveo
Score 9.1 out of 10
PFL Direct Mail Platform
PFL Direct Mail Platform
Score 9.3 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
PFL Direct Mail Platform
PFL Direct Mail Platform
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Mattersight Behavioral Analytics (discontinued)Mautic (open source)
Likelihood to Recommend
8.8
(39 ratings)
9.9
(9 ratings)
Likelihood to Renew
9.1
(3 ratings)
-
(0 ratings)
Usability
8.2
(2 ratings)
-
(0 ratings)
Availability
9.1
(1 ratings)
-
(0 ratings)
Performance
7.3
(1 ratings)
-
(0 ratings)
Support Rating
9.1
(1 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.1
(1 ratings)
-
(0 ratings)
Configurability
9.1
(1 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(1 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
Mattersight Behavioral Analytics (discontinued)Mautic (open source)
Likelihood to Recommend
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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Acquia
Mautic is not Salesforce or Dynamics of course; it is hard to install, still buggy and you have to know what you're doing if you want to use it. But that is your admission fee to an always free system that does essentially all the same things as the pricey alternatives, does it effectively and gives you total control. Mautic was acquired by Acquia, the company behind Drupal, and has been making substantial upgrades since that seem to be accelerating. The system has an active user community, active development and will only get better, making it an excellent choice to grow with and build your own systems around and never be dependent on third parties
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Pros
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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Acquia
  • Marketing email organization
  • Email tracking
  • Email automation
  • Contact management
  • Open rates
  • Delivery rates
  • A/B testing
  • Email sending
  • Unsubscribe management
  • SMTP management
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Cons
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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Acquia
  • Setting up the email templates has required hiring a professional. The templates that are provided are not fully responsive.
  • More responsive form templates are needed.
Read full review
Likelihood to Renew
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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Acquia
No answers on this topic
Usability
Discontinued Products
Overall, navigating in the system is easy
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Acquia
No answers on this topic
Reliability and Availability
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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Acquia
No answers on this topic
Performance
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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Acquia
No answers on this topic
Support Rating
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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Acquia
No answers on this topic
In-Person Training
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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Acquia
No answers on this topic
Online Training
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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Acquia
No answers on this topic
Implementation Rating
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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Acquia
No answers on this topic
Alternatives Considered
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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Acquia
Infusionsoft, at the time I tested it, had a crazy editor--very unintuitive and not very clean. Mautic (open source) makes it much easier to build up campaigns. Besides that, it didn't provide what we needed to justify the lack of possibility to self-host it and the requirement to pay for it.
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Scalability
Discontinued Products
This is such a great product.
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Acquia
No answers on this topic
Return on Investment
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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Acquia
  • We made our ROI back within a year.
  • Fulfills our needs and our client's needs, our clients love it.
  • I would just add more templates to the email construction selection, other than that, it is just perfect.
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