Mattersight Predictive Behavioral Routing (discontinued) vs. MiaRec Conversation Analytics

Mattersight Predictive Behavioral Routing (discontinued)

Mattersight Predictive Behavioral Routing (discontinued)

9 Reviews and Ratings

MiaRec Conversation Analytics

MiaRec Conversation Analytics

1 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Mattersight PBR	Score 6.0 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
MiaRec Conversation Analytics	Score 10.0 out of 10	Enterprise companies (1,001+ employees)	MiaRec is a provider of conversational intelligence and automated QA for contact centers. Contact centers can use MiaRec across the workforce to modernize workflows and surface intelligence at scale. MiaRec's Conversational Analytics Platform records customer interactions compliantly and securely, and offers contact centers Voice AI and machine learning that enables customers to automatically record, analyze sentiment and keywords, evaluate agent performance, redact data, and more…	N/A

Pricing

Mattersight Predictive Behavioral Routing (discontinued)

MiaRec Conversation Analytics

Editions & Modules

No answers on this topic

No answers on this topic

Offerings

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

Entry-level Setup Fee

No setup fee

No setup fee

Additional Details

—

—

More Pricing Information

Community Pulse
	Mattersight Predictive Behavioral Routing (discontinued)	MiaRec Conversation Analytics
Top Pros	Pro Ease of integration Pro Data reporting Pro Existing infrastructure	Pro Integrates easily
Top Cons	Minus Different data Minus Data import Minus Multiple solutions	Minus Excellent reporting Minus Reporting capabilities Minus Ai powered

Best Alternatives
	Mattersight Predictive Behavioral Routing (discontinued)	MiaRec Conversation Analytics
Small Businesses	8x8 Contact Center Score 8.3 out of 10	Clari Copilot Score 9.0 out of 10
Medium-sized Companies	Zoom Contact Center Score 8.9 out of 10	Clari Score 8.6 out of 10
Enterprises	Calabrio WFM Score 8.8 out of 10	Clari Score 8.6 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Mattersight Predictive Behavioral Routing (discontinued)	MiaRec Conversation Analytics
Likelihood to Recommend	7.6 (4 ratings)	10.0 (1 ratings)
Usability	8.0 (1 ratings)	- (0 ratings)

User Testimonials
	Mattersight Predictive Behavioral Routing (discontinued)	MiaRec Conversation Analytics
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 Anonymous Read full review	MiaRec And I love how collaborative all the different areas are with us as customers. I feel that our contribution is valued. allowing them to make all of their sales calls throughout the day without compromising their personal cell phones. We can even connect your mobile numbers on the back end, allowing our reps to receive calls on their mobile, wherever they happen to be at the time. Incentivized Iam Gael Garcia Social Media Designer 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	MiaRec The dedicated CSM is always helpful, as are the annual business reviews and ongoing conversations to ensure Customizing the chat icon was easy, and changes can be implemented on the site in seconds. Incentivized Iam Gael Garcia Social Media Designer 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	MiaRec they are powerful routing mechanisms that allow us to create the workflows we need I really like the way they communicate. We were assigned a customer success representative and ours is AMAZING. Incentivized Iam Gael Garcia Social Media Designer 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	MiaRec No answers on this topic
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	MiaRec Sometimes when we click to call, 2 additional numbers are added and the number is logged Putting clients on hold and transferring clients is very easy. Incentivized Iam Gael Garcia Social Media Designer Read full review
ScreenShots		MiaRec Conversation Analytics Screenshots