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.
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Power BI For Office 365 (discontinued)
Score 7.9 out of 10
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Power BI for Office 365 allowed users to model and analyze data, and query large datasets with complex natural language queries. It has been discontinued in favor of other editions of Power BI going forward.
IF it is cruicial in your organization to have the internal conversations recorded, this is NOT the product for you. If you do not need that, the savings in time by the software analyzing calls in a way where you can search for specific incidents is fantastic. The training on personality types and how to work with each one is also a great tool for any organization. I can say if it weren't for the rep to rep recording piece, I would give this product a 9.
If you're already using Office 365, Power BI for O365 is an easy choice. Start playing around with the free version and then easily add individual Pro licenses with little risk. However, if you anticipate using this with many users, it can get expensive quickly.
I love how the systems analyzes the callers so QA's are able to help guide the agent on how to better handle that style on the next call.
I love how the system runs reports for us. We no longer have to manually enter and produce reports, which is a "bear" of a project.
Behavioral Analytics helps me keep track of not only my team's progress, but the progress of team leads and supervisors doing coaching and QA monitors.
Easy to make visual dashboards from SQL queries. Previously we had to use a third party application that had to run on a web server that was so complex to setup and run. PowerBI removes all that.
Ability to control who/which group has access to each dashboard or report. Ties in well with the rest of the Office 365 ecosystem.
Has many connectors to allow pulling data from various systems, both onsite (via gateway) or external (via APIs), and join the data to create a report/dashboard.
Ability to show data but also export the data, if permitted.
Easy to show PowerBI dashboards on SharePoint or on other websites via embedded code.
Licensing: Currently, Microsoft has a fixed pricing model for Office 365 users, regardless of role/function of the user. Most organizations have a small number of "power users" that create usable content and many more "consumers" that simply view/run reports created by power users. Microsoft does not differentiate between these users, and thus the pricing limits organizations from large deployments of the software.
Version incompatibility: Excel 2010 and 2013 workbooks are compatible with each other. However, workbooks created in 2010 that include PowerPivot databases must be upgraded to 2013 format to run in 2013. Subsequently, you cannot open these upgraded PowerPivot workbooks in 2010. This requires ALL users to be on the same version.
Visualization: Excel charting with PowerPivot workbooks is adequate for many users. Power View also contains a number of GREAT visualizations, including animated bubble charts and a very flexible dashboard/report design canvas. However, compared to some of the other self-service BI solutions, it is still limited in its visualization capabilities.
Mattersight Behavioral Analytics has always shown great support to our organization. They are always willing to help and find new ways to improve our customer experience. The team we have with Mattersight has become part of our everyday work lives in which we value their business
I will continue to recommend this suite to folks looking for a reporting and analytics solution, as I find in MOST cases, it's great at meeting almost every requirement I've been given by a multitude of clients across a range of industries. I've built Capacity Planning solutions that allowed end user input which was then submitted to SharePoint, Executive Dashboards, custom applications, simple analytical tools for teams to easily slice and dice data, and super simple reports as well as some very complicated ones. If you haven't seen the demos online, do a search, and see for yourself - this is a great BI suite! (I do not work for Microsoft, although I do consult out there from time to time. I do occasionally make a recommendation for a different BI reporting tool, but in general, find Excel can accomplish quite a bit for less money and in less time.)
We are satisfied with the functionality and capabilities of Power BI. Product is cost effective and full-fill the reporting requirements of the organization. You can perform most of the report level complex analysis with the help of DAX which makes Power BI very powerful analytic tool. Power BI for Office 365 has gone away and Power BI is the next evolution of it. Power BI comes with your Office 365 E5 subscription or you can purchase licensing for it separately.
We have not had any issues with BA's availability. It is always up and running. The only issues we run into is staff not logging in everyday because they already have so many systems up as it is. Other than users, BA is great and is always there.
The pages load very quickly. The reports are nice. I wish I could understand a little more about what is on the reports and what all the sections mean, but once you remove the information that is not needed the reports are easy to filter through and read. I do wish that we would get Outlook notification for comments and monitors.
Mattersight gives great support. Every time I reach out to them I get a response within the hour, even if it is just to tell me that they will check into the issue. The staff always stays in contact and even after changes have been made or answers given they follow back up with you and make sure everything is going smoothly. The Mattersight team never makes you feel like you are burden and it feels that with every contact they grow a little more as well.
as of now there is strong community for Power BI, you can get solution for most of your problems from there. Also you can send your error to Microsoft as well. After every 15 days they release updates to overcome all the issues of defects.
This was a great class. We learned so much about the program and our team through the on-site training provided by Mattersight. The trainers were very professional and playful at the same time. They really brought the training to life. The trainers were great at answering all questions and making sure we could train our staff in the same professional, yet fun, manner.
I love the roundtable meetings. This is a great way to come together with other companies that are also using the product. It is great to hear about how others train and hear some of their struggles and success stories, so we are able to make the best BA training out there.
It was really nice to start slowly and train leadership and then slowly start implanting of BA to the staff. This helped with coaching and helped with new staff as they hit the floor. We found that this helped the staff relate and share stories to help with team dynamic. Great system.
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 points within the calls, is much more efficient with Mattersight.
Oracle was nice, super expensive to implement if it's not in use already. JobDiva is choppy and heavy on the system while does not give great reports. Salesforce is good; remote access is good however their support is terrible
We believe we improved our customer service with our employees working with our customers and adapting to their styles.
We improved our manager's efficiency selecting calls to monitor and conducting impactful coaching sessions.
We had challenges determining a true ROI as we found it difficult/impossible to fully isolate Mattersight's impact to our bottom line. It was hard to attribute our lead conversion applications and revenue directly to Mattersight with several other external factors in play.
As a Microsoft Partner implementing Business Intelligence solutions, Power BI has removed the barrier for our clients to begin the "BI journey". So often, projects get hung up in that early phase of procuring and installing/configuring expensive hardware and software. Just simply getting started and designing a beginning solution has allowed our clients to see results in 1-2 weeks using their data that might have taken months to achieve otherwise.
One significant ROI example is process improvement. In many cases, individuals or teams are spending days each month gathering data from multiple sources for reporting to their constituents. We are reducing these times to minutes by automating many of the data collection and integration processes that were previously manual.
