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.
NICE Nexidia Analytics allows you to work hard and it also helps you to study. I really want to choose NICE Nexidia Analytics for all my options. I have recommended it to my colleagues as well. It’s good to expand my knowledge and if any of the businesses are needed I do …
DISC was more of just breaking people into categories. BA goes beyond that and gives you more insight and brings a little humor with it. I taught DISC for 5 years and never seen a class retain the information as much as I have seen them retain the information from BA.
Behavioral Analytics is an excellent tool and a huge help to the business. The Behavioral Model is very practical and useful at all times. It helps with building better relationships not just with employees-to-customers, but also employees-to-co-employees and …
This is the closest product that I have found that matches with Mattersight. The painting portion of Mattersight is its strongest feature. However Calbrio allows for the listening of third party portions of calls.
I haven't used any products similar to this. I have taken other test such as the Meyers Briggs & DISC and like that Mattersight focuses more on the "why" we have the preferences we do vs. just what we prefer.
Mattersight gives a lot more information as to customer personality. There is also heat mapping in the analyzed calls which direct you to specific events or behaviors that need coaching.
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 …
The fact is, there is nothing like mattersight anywhere in the market. It's a complete package. It provides call recording, screen capturing, call analysis and continued training and improvement. However the thing that sets it apart most is really the Behavioral Model which has …
Verint will allow us to record and retrieve calls, however there is not an analysis or coaching component to it. The analysis must be completed by the auditor or supervisor.
While there are many products on the market for speech analytics, Mattersight does a very good job of driving improvements in agent performance through very targeting coaching.
In the past, we have used a different vendor that does not provide as much content as Behavioral Analytics. Mattersight Behavioral Analytics provides more automation and offers more sophisticated technology that allows the customer to customize the tool based on its needs.
The fact that Mattersight's recording technology records in stereo and allows the linguistic technology to separate out the customer from the agent is a major positive for Mattersight. The technology is superior to other call recording technology we used (Calabrio) but is also …
Mattersight Behavioral Analytics has speech analytics that can be customized and align with your business priorities and goals. Screen capture capabilities provide a great video recording of the end users screen. Some key points why we selected Mattersight: