Mattersight Predictive Behavioral Routing (discontinued) vs. Mode Analytics

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

Mode is a clear category winner for how it easy it is to go from interactive analysis to professional quality reporting. You can easily do all your SQL and quite a bit of R/Python. If you want to quickly go from your database to simple charts, this is your pick. If you need to do heavier data modeling, scheduling jobs, or ML, you'll need something else, like Databricks. In my opinion, the quality of visualizations and some developer/analyst features make Databricks an unacceptable substitute.

Incentivized

• 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

• It allows me to undertake data visualization tasks by creating really insightful charts and dashboards
• It allows for easy sharing and work collaboration on data analysis tasks
• Mode has an easier to use SQL editor as well
• I love how it organizes all our SQL data tables into easy-to-view data we can draw insights on

Incentivized

• ISG could use more in depth reporting that is available on demand.

• Date ranges aren't always the most intuitive to set, strangely
• Faster refresh rates would be ideal
• Would love more dynamic mobile device integration (alerts, etc)

Incentivized

For the advanced user already familiar with Python. It is just the same tool, already managed and connected to the data.

Incentivized

Mode has dedicated agents who are online in a chatroom, ready to take on any questions and provide helpful feedback.

Incentivized

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

We used both Qlik and Mode at our organization. The mode was used a quick analysis SQL tool while Qlik was our enterprise BI solution.

Incentivized

• Positive ROI
• Still assessing customer satisfaction
• Still assessing employee satisfaction

• Extremely positive. It's a key feature in our application.
• Were it not for the account management bit, Mode would be hands-down our recommendation for anyone looking for cloud BI.

Incentivized