Likelihood to Recommend 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.
Read full review as it is a very flexible software that can be adapted to any business model, other functions human resource management, manufacturing and supply chain planning, all these functions are housed in a highly technological interface. I liked this system because it made automating accounts payable so much easier.the control of the basic accounting of any type of company
Read full review Pros 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. Read full review When in client profile, it is very intuitive, allowing you to easily transcribe notes in the clients profile. Sage allows 3rd party plugins, so if you utilize a particular phone services or would like to import something as simple as google drive, its compatible. Read full review Cons 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. Read full review Reliance on Apache Tomcat causes a lot of headaches. There are common issues trying to start up the server, resulting from Apache Tomcat misconfigurations, or Java. Some forum posts on Sage City address common issues, but digging into server logs seems to be an often occurrence. Support is somewhat lacking, less user install base means error messages are sometimes hard to find quick answers for. Most of the knowledge found on the internet is in the Sage City forum. Integration with Microsoft 365 causes you to have to turn off some security features. This will result in your 365 tenants running lower security standards than recommended, it may put you at risk for targeted attacks. Read full review Likelihood to Renew 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
Read full review There are really no other words to say, it is a very easy to use application that is more straightforward and has provided better results with the bulk of features that appeal to a very broad amount of users. There may be other CRM platforms out there that are more prevalent, but I have found them to be much more clunky and less intuitive than Sage CRM.
Read full review Usability Overall, navigating in the system is easy
Read full review Excellent integration with the most important social networks (LinkedIn, Facebook and Twitter) to get leads. The mobile app is quite useful for speeding up the tasks at hand and not relying on the computer or being in the office to get them done.
Read full review Reliability and Availability 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.
Read full review Performance 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.
Read full review Sage works very quickly based on the network you are using it on. It is internet based so if your network is slow, it will perform slowly. Reports seem to run reasonably fast, if there is too much information it is trying to populate that could slow it down a little. When Sage CRM is integrated with a Sage ERP product it doesn't tend to slow down either system at all
Read full review Support Rating 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.
Read full review Support team is really slow and they need to work on this really. Sometimes it takes days to resolve a simple query and there is no way to get it expedited. Rest the product is is amazing but the team should look into the costumer support and get it working
Read full review In-Person Training 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.
Read full review Most training would come after a upgrade. Otherwise we would self teach new employees. Training was with a Sage Software partner SWK technologies.
Read full review Online Training 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.
Read full review Implementation Rating 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.
Read full review The implementation and upgrades were rather quick and straight forward. Attempting to link Sage CRM with Sage 100 ERP however was a nightmare and will be avoided by us in the future due to numerous issues.
Read full review Alternatives Considered 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.
Read full review Whilst SAGE CRM was selected around 10 years ago and we became a partner, the main contenders would have been at the time Sales Logix and MS CRM 4.0. However, we had extensive experience of the mid-market CRM's and decided on SAGE CRM since it had a clean, easy to understand interface and importantly offered both workflow automation and Self Service capability, all of which across both the Case and Sales and Marketing functionality was seamless and saved time. As it was pure browser based, access was from anywhere we wanted. In my view, SAGE CRM still stacks up well against all the other mid-market CRM systems and offers good value for money, but more importantly, it is an easy to operate and customisable solution which user like. Again, we can teach administration users very quickly to support and customise themselves since the admin. function are clear as well.
Read full review Scalability This is such a great product.
Read full review Return on Investment 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. Read full review It is very affordable in pricing, compared to competitors Lead management and convertion into prospects is also a very easy process Lead capture from web pages should be available, and better ways to capture leads from tradeshows by uploading directly from scanned business cards Read full review ScreenShots