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.
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Verint Workforce Management
Score 8.6 out of 10
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Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs of mid-sized to enterprise organizations. Verint aims to help its customers achieve: Lower costs by eliminating overstaffing and unnecessary overtime Reduced attrition rates and increased…
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Pricing
Mattersight Behavioral Analytics (discontinued)
Verint Workforce Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Mattersight Behavioral Analytics (discontinued)
Verint Workforce Management
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Verint offers a named user pricing model with SaaS and on-premise delivery methods.
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.
Verint WFM enables employees to have a predictable schedule that they can control the changes they need to make (creating flexibility and amazing employee engagement). Verint is a nice one-stop shop for all data and metrics with the scorecards, too
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.
Forecasting. We are regularly 97% - 99% accurate on our forecasts.
Performance Management - Verint does an excellent job allowing the business to create custom KPIs and the ability to track employee's performance.
Measuring Back Office workload and Performance - We use DPA with WFM to track administrative tasks and total workload to allow us to create an accurate staffing model.
Ability to properly optimize events, classes, coachings, etc for Outbound specific groups.
Having Verint forecast lists for queues after adding historical weeks in.
Removing someone from a class that has moved to another organization and is no longer visible within mine.
No limit on the number of pauses. This is causing a major issue at my company around adherence and a lot of unnecessary time for my team to go in and add exceptions in order to have their adherence look correct.
When submitting a coaching request in the module, give the submitter the ability to select all of their employees but also select only one employee per session. This is the biggest complaint among the staff about using the Coaching Module. They don't like that they have to submit multiple requests for One-on-Ones for each employee and would prefer to submit one request and have it communicated to Verint Workforce Management that there should only be one person in each session.
Sorting by shift event time is no longer an option in the Calendar screen.
I preferred the Calendar screen when I was able to view all employees at once, and now it is limited to 50 per page.
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
Whilst Verint Workforce Management is doing much of the work we were hoping it would do, there are some limitations that cause hesitancy when deciding if it is the tool for the future. No further exploration has taken place to seek alternatives to date. It is good for the Contact element of our business but not for the rest of the business, meaning we have to use two planning tools currently.
For a smaller sized contact center who was previously using excel spreadsheets I feel we have had as of a transition into the program as one could expect. Not only did we go live with a cloud based WFM tool but we also launched a new CRM and telephony system on the same day so it was a lot for our contact center to take in but it has been done with ease
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.
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.
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.
Verint Support is exceptional. I've never had an issue where the Verint Support analyst was lacking knowledge, didn't take the issue seriously, or not tried working with us to fix our quirky setups. Realizing that each business is different, has different needs, and there isn't a cookie-cutter solution for everyone ... Verint Support always continues to shine for us and help us out when needed.
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.
Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.
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.
Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.
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.
The team helping us did a great job training our WFM leaders on how to use the tool from forecasting, to schedule updates to maintenance. They allowed us to be involved in implementation but also did a lot of the initial heavy lifting allowing us to stay focussed on the tasks at hand. It was a great experience and one I would hope occurs again should we ever need to implement a new tool again.
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.
Another product we use is Intradiem. I don't use it that much and we also use Genesys Decisions, but I feel like Genesys Decisions is completely different from Vernint in itself and there's no comparison for what we use it for because we use it more for forecasting, like scheduling events for our customer service reps to be available at certain on peak and off-peak hours to make sure we have the right staff. And I don't really use it, so we have 10 engineers and we all do different products and I don't use Intradiem that much, so I wouldn't be able to say all good.
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.
We were then able to recognize trends and patterns
Once trends and productivity issues were addressed, we could then manage workflow and day to day activities such as training and meetings - ultimately optimizing time, forecasting, and staffing expectations.
Meeting service level goals is now manageable in most cases, allowing improvement across the board.
