Mattersight Behavioral Analytics (discontinued) vs. Whatfix

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Mattersight Behavioral Analytics (discontinued)
Score 7.3 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
Whatfix
Score 8.7 out of 10
N/A
Whatfix is advancing the "userization" of application technology, by empowering companies to maximize the ROI of digital investments across the application lifecycle. Powered by GenAI, Whatfix’s product suite includes a digital adoption platform, simulated application environments for hands-on training, and no-code application analytics. Whatfix enables organizations to drive user productivity, ensure process compliance, and improve user experience of internal and customer-facing…N/A
Pricing
Mattersight Behavioral Analytics (discontinued)Whatfix
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Mattersight Behavioral Analytics (discontinued)Whatfix
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsAll Pricing models are customized and tailor-made according to the customer's requirement.
More Pricing Information
Community Pulse
Mattersight Behavioral Analytics (discontinued)Whatfix
Top Pros
Top Cons
Best Alternatives
Mattersight Behavioral Analytics (discontinued)Whatfix
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
ChurnZero
ChurnZero
Score 9.1 out of 10
Medium-sized Companies
Zoom Contact Center
Zoom Contact Center
Score 8.9 out of 10
ChurnZero
ChurnZero
Score 9.1 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.7 out of 10
WalkMe
WalkMe
Score 7.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Mattersight Behavioral Analytics (discontinued)Whatfix
Likelihood to Recommend
8.8
(39 ratings)
8.4
(30 ratings)
Likelihood to Renew
9.1
(3 ratings)
7.7
(4 ratings)
Usability
8.2
(2 ratings)
8.5
(11 ratings)
Availability
9.1
(1 ratings)
9.1
(1 ratings)
Performance
7.3
(1 ratings)
7.3
(1 ratings)
Support Rating
9.1
(1 ratings)
9.1
(8 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
9.1
(2 ratings)
Implementation Rating
9.1
(1 ratings)
9.1
(3 ratings)
Configurability
9.1
(1 ratings)
8.2
(2 ratings)
Ease of integration
9.1
(1 ratings)
8.2
(1 ratings)
Product Scalability
9.1
(1 ratings)
9.1
(1 ratings)
Vendor post-sale
9.1
(1 ratings)
9.1
(1 ratings)
Vendor pre-sale
9.1
(1 ratings)
8.2
(1 ratings)
User Testimonials
Mattersight Behavioral Analytics (discontinued)Whatfix
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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Whatfix
Currently, we are only using Whatfix with Salesforce but are in the process of implementing on other systems. It is an excellent tool to organize and provide in-app access to training materials already created. It excels at providing guidance about tasks users don't complete often and, therefore, forget what they were trained about the process. The only sort of system it might not work well is one that provides its own robust in-app assistance. More than one type of tip icon being displayed, for instance, could be confusing.
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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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Whatfix
  • Whatfix is a vendor that listens to their client, understands their business challenges, and works with them to achieve their goals.
  • Feature enhancements are released every quarter, often with significant functionality improvements.
  • The support and engineering teams are outstanding - responsive, helpful and nothing is ever too much trouble. Literally, second-to-none!
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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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Whatfix
  • The possibility to select content/widgets at the time for "push to production" (some we would like to p2p for one single content, that is not possible at the moment).
  • I wish the filters in the dashboard would stay when you choose a content, currently you have to filter again and again.
  • In the analytics area, I would like the system to remember this for a certain time window after selecting the start date.
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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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Whatfix
[We feel like] even though Whatfix has its flaws, we are impressed by the speed of development [and] their openness about their future improvements, [but] most important their proactive customer service and customer success team. Whatfix acts more like a partner than a supplier of a 3rd party tool, and we welcome that experience.
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Usability
Discontinued Products
Overall, navigating in the system is easy
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Whatfix
While they've made a lot of improvements in the last year, there are still challenges with walkthroughs and how beacons can be created. They are aware of these limitations and are actively soliciting customer feedback to help them remedy these shortcomings.
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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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Whatfix
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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Whatfix
Sometimes there is a delay to showcase all whatfix elements
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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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Whatfix
Whatfix is THE best vendor I've ever worked with when it comes to supporting their customers. The support team is friendly, helpful and always willing to listen to your suggestions and ideas. This also applies to the Engineering team who I've spent several hours on calls with debugging a few of the more challenging scenarios we have in place. Nothing is ever too much trouble for Whatfix and they are truly best-in-class when it comes to their support model.
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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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Whatfix
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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Whatfix
While helpful, the feedback from our employee was, that [they felt] the training was very high-level - sometimes confusing. It would be great to have some kind of sandbox environment for new users to train certain scenarios.
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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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Whatfix
Although Whatfix make the process relatively straightforward (they will provide Group Policy Scripts to install a Google Chrome extension specific to your organisation) its important to ensure your network deployment teams (if you have more than one) understand their role and what they need to do to test deployment once they undertaken the work.
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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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Whatfix
There is no comparison - Whatfix is the clear winner with us from the very beginning. As Whatfix continues to grow and innovate their product, engage with it's customers on a level beyond any I have every seen. They work as Partners with us, their teams from bottom to top are incredible - Customer Service, Collaboration Teams, Innovation, Sales, Success Mangers and everyone I missed are incredible. One team in particular I want to call out for there outstanding service, care and innovation to help us launch one of our systems is the Professional Services Team. Ganish, Joel, and everyone else who has been on our calls and worked behind the scenes to hit our incredible tight deadline in August - KUDOs for a job well done, You ROCK, THANK YOU words cannot describe how great you guys have been with us on this project, but on all of them. Whatfix's team definitely understands, the customer is first, they align with our values and we will continue to grow with them
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Scalability
Discontinued Products
This is such a great product.
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Whatfix
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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Whatfix
  • Reduced Training Costs: By cutting traditional training time by 40%, Whatfix has saved significant resources while increasing learning efficiency.
  • Improved User Productivity: Faster onboarding and fewer errors have led to a 25% improvement in user performance metrics, directly contributing to operational efficiency.
  • Decreased Support Requests: Self-service guidance has reduced support tickets by 30%, freeing up teams to focus on strategic initiatives and cutting support costs.
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ScreenShots

Whatfix Screenshots

Screenshot of the analytics of the Whatfix Digital Adoption Platform, that help determine what’s working (and what’s not) so  adjustments can be made to DAP content as necessaryScreenshot of Whatfix's Analytics. This produces reports on flow usage, queries served, drop-offs, and other engagement metricsScreenshot of Beacon - Used to create alerts to guide users to changes and new featuresScreenshot of Data validation - Tells users in real-time if the data they entered is accurate, based on pre-established criteriaScreenshot of In-app guidance - Step-by-step guided walkthroughs to take the user through every step of a taskScreenshot of Self-Help - Self-service support contextualized based on user role and location in the application