Mattersight Predictive Behavioral Routing (discontinued)

Mattersight Predictive Behavioral Routing (discontinued)

9 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Mattersight PBR	Score6 out of 10	Enterprise companies (1,001+ employees)	The former Mattersight Predictive Behavioral Routing was a solution to route inbound calls to agents best able to handle any particular kind of call. The product is no longer available for sale since NICE System's acquisition of Mattersight.	N/A

Pricing

Mattersight PBR

No answers on this topic

Pricing Offerings
Mattersight PBR
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
Yes

No setup fee

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Best Alternatives
	Mattersight PBR
Small Businesses	No answers on this topic
Medium-sized Companies	Playvox Score6.7 out of 10
Enterprises	Calabrio WFM Score8.1 out of 10
All Alternatives	View all alternatives

User Ratings
	Mattersight PBR
Likelihood to Recommend	7.6 (4 ratings)
Usability	8.0 (1 ratings)

User Testimonials
	Mattersight PBR
Likelihood to Recommend	Discontinued Products Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database. Incentivized Verified User Read full review
Pros	Discontinued Products Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained). Contains governors to minimize the impact on agents and customers during busy periods. Ease of integration into our existing infrastructure. Sales/support teams from Mattersight are fantastic. Incentivized Brian Gillespie Vice President, Forecasting & Financial Excellence Read full review
Cons	Discontinued Products ISG could use more in depth reporting that is available on demand. Josh Slater VP of Sales Read full review
Alternatives Considered	Discontinued Products The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product. Incentivized Brian Gillespie Vice President, Forecasting & Financial Excellence Read full review
Return on Investment	Discontinued Products Positive ROI Still assessing customer satisfaction Still assessing employee satisfaction Kim Suarez VP, Medical Operations and Customer Experience Read full review
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