Mattersight Behavioral Analytics (discontinued) vs. MS SharePoint / SQL

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Mattersight Behavioral Analytics (discontinued)
Score 7.2 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
MS SharePoint / SQL
Score 8.2 out of 10
N/A
MS SharePoint / SQL refers to Microsoft Sharepoint, a web-based collaborative platform, being used in tandem with Microsoft SQL Server to provide business intelligence analytics and reporting. They can provide BI content such as data connections, reports, scorecards, dashboards, and more.N/A
Pricing
Mattersight Behavioral Analytics (discontinued)MS SharePoint / SQL
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Mattersight Behavioral Analytics (discontinued)MS SharePoint / SQL
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Mattersight Behavioral Analytics (discontinued)MS SharePoint / SQL
Top Pros
Top Cons
Features
Mattersight Behavioral Analytics (discontinued)MS SharePoint / SQL
BI Standard Reporting
Comparison of BI Standard Reporting features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
MS SharePoint / SQL
8.4
57 Ratings
3% above category average
Pixel Perfect reports00 Ratings9.538 Ratings
Customizable dashboards00 Ratings7.654 Ratings
Report Formatting Templates00 Ratings8.047 Ratings
Ad-hoc Reporting
Comparison of Ad-hoc Reporting features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
MS SharePoint / SQL
9.4
52 Ratings
16% above category average
Drill-down analysis00 Ratings9.541 Ratings
Formatting capabilities00 Ratings10.052 Ratings
Integration with R or other statistical packages00 Ratings8.030 Ratings
Report sharing and collaboration00 Ratings10.049 Ratings
Report Output and Scheduling
Comparison of Report Output and Scheduling features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
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Ratings
MS SharePoint / SQL
9.1
57 Ratings
9% above category average
Publish to Web00 Ratings8.551 Ratings
Publish to PDF00 Ratings9.448 Ratings
Report Versioning00 Ratings8.047 Ratings
Report Delivery Scheduling00 Ratings9.738 Ratings
Delivery to Remote Servers00 Ratings10.031 Ratings
Data Discovery and Visualization
Comparison of Data Discovery and Visualization features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
MS SharePoint / SQL
8.9
35 Ratings
11% above category average
Pre-built visualization formats (heatmaps, scatter plots etc.)00 Ratings8.033 Ratings
Location Analytics / Geographic Visualization00 Ratings10.031 Ratings
Predictive Analytics00 Ratings10.029 Ratings
Pattern Recognition and Data Mining00 Ratings7.52 Ratings
Access Control and Security
Comparison of Access Control and Security features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
MS SharePoint / SQL
9.0
68 Ratings
6% above category average
Multi-User Support (named login)00 Ratings9.359 Ratings
Role-Based Security Model00 Ratings9.063 Ratings
Multiple Access Permission Levels (Create, Read, Delete)00 Ratings9.567 Ratings
Report-Level Access Control00 Ratings9.03 Ratings
Single Sign-On (SSO)00 Ratings8.553 Ratings
Mobile Capabilities
Comparison of Mobile Capabilities features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
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Ratings
MS SharePoint / SQL
9.4
58 Ratings
18% above category average
Responsive Design for Web Access00 Ratings10.056 Ratings
Mobile Application00 Ratings9.735 Ratings
Dashboard / Report / Visualization Interactivity on Mobile00 Ratings8.038 Ratings
Application Program Interfaces (APIs) / Embedding
Comparison of Application Program Interfaces (APIs) / Embedding features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
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Ratings
MS SharePoint / SQL
9.4
37 Ratings
18% above category average
REST API00 Ratings9.528 Ratings
Javascript API00 Ratings10.027 Ratings
iFrames00 Ratings9.027 Ratings
Java API00 Ratings9.025 Ratings
Themeable User Interface (UI)00 Ratings9.032 Ratings
Customizable Platform (Open Source)00 Ratings10.023 Ratings
Best Alternatives
Mattersight Behavioral Analytics (discontinued)MS SharePoint / SQL
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
BrightGauge
BrightGauge
Score 8.9 out of 10
Medium-sized Companies
Zoom Contact Center
Zoom Contact Center
Score 8.9 out of 10
Reveal
Reveal
Score 10.0 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.7 out of 10
Jaspersoft Community Edition
Jaspersoft Community Edition
Score 9.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Mattersight Behavioral Analytics (discontinued)MS SharePoint / SQL
Likelihood to Recommend
8.8
(39 ratings)
8.8
(76 ratings)
Likelihood to Renew
9.1
(3 ratings)
8.8
(7 ratings)
Usability
8.2
(2 ratings)
9.5
(11 ratings)
Availability
9.1
(1 ratings)
-
(0 ratings)
Performance
7.3
(1 ratings)
-
(0 ratings)
Support Rating
9.1
(1 ratings)
8.8
(7 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.1
(1 ratings)
7.0
(2 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)MS SharePoint / SQL
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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Microsoft
As I mentioned in my previous answers, MS SharePoint is very useful as a shared drive for the organization and is very easy to manage. It also helps us import data from SharePoint directly into PowerBI for creating reports. According to my understanding, only share link features should be improved.
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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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Microsoft
  • Flexible - able to make any changes we would like vs traditional service desk system.
  • ROI - We were already using SharePoint for internal intranet, so we are simply getting more use out of licensing we had already committed to.
  • Easy to use for end users.
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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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Microsoft
  • It is hard to setup and nightmare
  • It requires a of infrastructure, thus it could be costly because of requirement and licensing required for everything to run smoothly
  • If it is not setup and organized properly from the beginning it could be maintenance nightmare
  • It is hard to have "test" environment to do patches or similar
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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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Microsoft
This was a long-term buy-in from a corporate perspective, to remain in the SharePoint space. Migration is certainly possible, which is good for planning and having options further out. At this point, the only planned migration is to eventually move the architecture up to SharePoint/SQL 2013. At that point, we will be able to leverage some greater efficiencies, some enhanced content design and management features, and some more current social features. It is well worth a full consideration in any shop looking at a new implementation of or migration to SharePoint (although you will probably be considering 2013 versions or beyond in those discussions), but the platform should be a strong competitor to any alternatives. Realizing the capability of a fully-branded and customized website was not part of the original choice for the architecture at Lincoln, but seeing it implemented and functioning now with this capacity far beyond original expectations has certainly cemented plans to continue using it.
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Usability
Discontinued Products
Overall, navigating in the system is easy
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Microsoft
As stated in numerous slides before, asking the same question, SharePoint is the ideal software when working in a fast-paced, team-oriented environment. It is very easy to share large files (PDFs, documents, blueprints) and collaborate with team members inside and outside of our base office.
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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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Microsoft
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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Microsoft
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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Microsoft
I've only had to call in to support on one occasion but they were able to work though our issue and find a solution that did fully resolve the issue in a timely manner. I can't always say the same about support from other companies so it was a refreshing change to have support that did help.
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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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Microsoft
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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Microsoft
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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Microsoft
Not implemented in best practice way, there are many customizations
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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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Microsoft
At the time of the two large projects, SharePoint was the enterprise solution so we were required to use that. We have since lobbied the enterprise teams to review and consider Atlassian Confluence and were successful. Confluence is cheaper than Sharepoint which is why we wanted to bring that in. The enterprise has now made Confluence an enterprise solution as an alternative to SharePoint. After using both I think SharePoint has many more add-ins than Confluence. It has much more customization ability than Confluence. SharePoint is not good for mobile readiness. Confluence is so there is a difference that might lead you to Confluence over SharePoint. I would also say that SharePoint is very document-centric and that Confluence has better KM than SharePoint does. even with the use of SQL Server. We were told that we could not use Google Drive even though it had features we liked.
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Scalability
Discontinued Products
This is such a great product.
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Microsoft
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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Microsoft
  • ROI for ms SharePoint/SQL considering that is the best database engine with excellent features that help you to have all information in your hand.
  • Something negative could be license format.
  • These are the best relational databases in the market with powerful features that complement your system.
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