Mattersight Predictive Behavioral Routing (discontinued) vs. Oracle Analytics Cloud

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

Oracle Data Visualization is very effective if used in an enterprise context with huge volumes of data coming from different systems. It supports dashboard and reporting capabilities and is easy to scale. It also allows you to leverage machine learning capabilities to extract hidden data trends. Visualization capabilities are powerful but not so various if compared to other solutions on the market. If you want to present a dashboard to an executive audience and you want to make your dashboards beautiful you must adapt them through PowerPoint.

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

• Available without of the box connectors for Salesforce and oracle Saas Cloud. This is a huge plus for our business since we don't need another middleware solution just for this sake.
• We are able to connect to our on-prem SQL Server database where we have our RMA database and other applications seamlessly without writing custom APIs.
• OAC writes directly into ADW which is another advantage for loading Excel files into ADW after dataflow transformations.
• OAC allows replication of the database from fusion ERP and lets us create subject areas using the data modeler.

Incentivized

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

• Reports that output data to portable and mobile devices should be in a better and more appropriate form and improved.
• In the beginning, the initial settings take some time, which I think requires a smart wizard to set up and get started.
• Must add mores diagrams and graphs

Oracle Analytics Support team is very proactive and I have never had a situation where I had to wait for more than a day or two to get my issues resolved. This is a very big help for us and we appreciate Oracle and its team for guaranteeing that experience.

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

Oracle Business Intelligence Cloud Service (OBICS) does well in terms of handling data, creating joins, managing database relationships, and data integration from multiple sources. However, the visualisation features on Oracle Business Intelligence Cloud Service (OBICS) are limited when compared to other business intelligence tools like Looker or Tableau. Again, the choice of tool depends on your specific requirements. Both provide different features and both are good at what they offer.

Incentivized

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

• ROI is better than average; the product pays for itself in the long run
• Ease of use, which is very important in today's busy environments.
• Can be costly based on the amount of user licensing, which is a flat cost per user.

Incentivized