Mattersight Behavioral Analytics (discontinued) vs. Tableau CRM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Mattersight Behavioral Analytics (discontinued)
Score 7.6 out of 10
Enterprise companies (1,001+ employees)
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.N/A
Tableau CRM
Score 8.3 out of 10
N/A
Tableau CRM (formerly Einstein Analytics) from Salesforce is a cloud-based business intelligence solutions and analytics software. It provides users with automated data discovery, CRM-connected analytics, top-down views of data, augmented analytics, predictive insights, and customizable data visualization tools.
$125
per month
Pricing
Mattersight Behavioral Analytics (discontinued)Tableau CRM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Mattersight Behavioral Analytics (discontinued)Tableau CRM
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Mattersight Behavioral Analytics (discontinued)Tableau CRM
Top Pros
Top Cons
Features
Mattersight Behavioral Analytics (discontinued)Tableau CRM
BI Standard Reporting
Comparison of BI Standard Reporting features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Tableau CRM
8.5
46 Ratings
4% above category average
Pixel Perfect reports00 Ratings8.639 Ratings
Customizable dashboards00 Ratings7.646 Ratings
Report Formatting Templates00 Ratings9.244 Ratings
Ad-hoc Reporting
Comparison of Ad-hoc Reporting features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Tableau CRM
8.0
47 Ratings
1% below category average
Drill-down analysis00 Ratings7.746 Ratings
Formatting capabilities00 Ratings8.446 Ratings
Integration with R or other statistical packages00 Ratings6.835 Ratings
Report sharing and collaboration00 Ratings9.044 Ratings
Report Output and Scheduling
Comparison of Report Output and Scheduling features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Tableau CRM
8.5
45 Ratings
2% above category average
Publish to Web00 Ratings9.335 Ratings
Publish to PDF00 Ratings8.942 Ratings
Report Versioning00 Ratings8.541 Ratings
Report Delivery Scheduling00 Ratings8.038 Ratings
Delivery to Remote Servers00 Ratings7.732 Ratings
Data Discovery and Visualization
Comparison of Data Discovery and Visualization features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Tableau CRM
8.4
43 Ratings
4% above category average
Pre-built visualization formats (heatmaps, scatter plots etc.)00 Ratings8.640 Ratings
Location Analytics / Geographic Visualization00 Ratings8.938 Ratings
Predictive Analytics00 Ratings7.540 Ratings
Access Control and Security
Comparison of Access Control and Security features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Tableau CRM
8.4
46 Ratings
2% below category average
Multi-User Support (named login)00 Ratings8.744 Ratings
Role-Based Security Model00 Ratings8.144 Ratings
Multiple Access Permission Levels (Create, Read, Delete)00 Ratings8.140 Ratings
Single Sign-On (SSO)00 Ratings8.639 Ratings
Mobile Capabilities
Comparison of Mobile Capabilities features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Tableau CRM
6.6
43 Ratings
19% below category average
Responsive Design for Web Access00 Ratings7.341 Ratings
Mobile Application00 Ratings6.032 Ratings
Dashboard / Report / Visualization Interactivity on Mobile00 Ratings7.237 Ratings
Application Program Interfaces (APIs) / Embedding
Comparison of Application Program Interfaces (APIs) / Embedding features of Product A and Product B
Mattersight Behavioral Analytics (discontinued)
-
Ratings
Tableau CRM
7.3
31 Ratings
8% below category average
REST API00 Ratings7.329 Ratings
Javascript API00 Ratings7.927 Ratings
iFrames00 Ratings6.923 Ratings
Java API00 Ratings7.926 Ratings
Themeable User Interface (UI)00 Ratings8.526 Ratings
Customizable Platform (Open Source)00 Ratings5.125 Ratings
Best Alternatives
Mattersight Behavioral Analytics (discontinued)Tableau CRM
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
BrightGauge
BrightGauge
Score 8.9 out of 10
Medium-sized Companies
Eleveo
Eleveo
Score 9.1 out of 10
Reveal
Reveal
Score 9.9 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
TIBCO Jaspersoft Community Edition
TIBCO Jaspersoft Community Edition
Score 9.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Mattersight Behavioral Analytics (discontinued)Tableau CRM
Likelihood to Recommend
8.8
(39 ratings)
7.0
(47 ratings)
Likelihood to Renew
9.1
(3 ratings)
-
(0 ratings)
Usability
8.2
(2 ratings)
7.6
(6 ratings)
Availability
9.1
(1 ratings)
-
(0 ratings)
Performance
7.3
(1 ratings)
-
(0 ratings)
Support Rating
9.1
(1 ratings)
7.7
(6 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.1
(1 ratings)
6.0
(1 ratings)
Configurability
9.1
(1 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(1 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
Mattersight Behavioral Analytics (discontinued)Tableau CRM
Likelihood to Recommend
Discontinued Products
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.
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Salesforce
If the person/ department does not have any knowledge in open source tools such as R, and Python. [Salesforce Einstein Analytics (formerly Wave Analytics)] could be a good option with no coding background required. However, if they have such human resource or can acquire these people, I would recommend open source tech and suggest not to use this tool.
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Pros
Discontinued Products
  • 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.
Read full review
Salesforce
  • Interactive Dashboards, it [consists] of wide variety of charts
  • Data from different sources can be easily integrated with it
  • Security, it provides easy way to secure and share the information with the users
  • Support actions like opening hyperlink etc
  • Almost everything can be done from configuration
  • Data can easily be managed from dataflow.
Read full review
Cons
Discontinued Products
  • Maintainence of the portal. Mattersight will sometimes perform scheduled maintainence on the portal which disrupts the completion of goals.
  • Usable reporting. Mattersight could do better with creating usable reports of individual performance.
  • Interaction with phone system. Changes to the IVR will often cause calls to be lost and thus have gaps in reporting.
Read full review
Salesforce
  • Implementation takes time and resources. It is a heavy lift to implement and at first, it can take a little bit of time to understand what you are looking at. But once it's implemented it's easy to get started.
  • Without any BI expertise or resources available to your organization, the implementation of this is difficult. If you aren't used to BI tools and don't have an expert in house, the terminology can be difficult to understand at first.
  • Their support is not on hand to help you if you encounter any issues, at least not on all the plans or the basic plans. Real-time support service is an add-on, so you'll need to be patient if you require help or pay extra money.
  • More functionality for the tool is needed to compete with other heavyweights in the arena like Tableau, Qlik, and Microstrategy. Still lacks the robustness, functionality, and flexibility other competing products possess.
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Likelihood to Renew
Discontinued Products
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
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Salesforce
No answers on this topic
Usability
Discontinued Products
Overall, navigating in the system is easy
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Salesforce
Overall usability is absolutely worth the price. It help me to save tons of time working on raw data in Excel file. It also minimize the discrepancy in data format when there are multiple user inputting the data. Every data inputted in Salesforce is standardized, therefore it is very easy to keep track / generating performance report even though you are having more than 20 projects recorded in Salesforce Einstein Analytics.
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Reliability and Availability
Discontinued Products
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.
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Salesforce
No answers on this topic
Performance
Discontinued Products
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.
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Salesforce
No answers on this topic
Support Rating
Discontinued Products
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.
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Salesforce
I have not come across any bad experiences with the support provided. Also, I observed regular updates have been implemented without breaking the tool. But in my opinion, Now Tableau CRM has huge market challenges with tools like Power BI and its spread
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In-Person Training
Discontinued Products
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.
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Salesforce
No answers on this topic
Online Training
Discontinued Products
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.
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Salesforce
No answers on this topic
Implementation Rating
Discontinued Products
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.
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Salesforce
An implementation partner would certainly result in greater output in a more efficient amount of time. However, I have found implementation partners to be extremely expensive for the output received (at least working for a non-profit company they are frequently unaffordable). Internal implementation does help with usable output though since internal knowledge would better know the data architecture and business processes
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Alternatives Considered
Discontinued Products
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.
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Salesforce
Tableau is the absolute top of the class when it comes to business intelligence, but it doesn't make sense for every business case. In our case, we needed a simple data visualization platform for our CRM platform and sales pipeline. Salesforce Analytics, while nowhere near as robust, did the job we needed it to do perfectly in a significantly more cost-effective manner.
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Scalability
Discontinued Products
This is such a great product.
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Salesforce
No answers on this topic
Return on Investment
Discontinued Products
  • 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.
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Salesforce
  • Absolutely a must-have tool if you are working on saving project
  • Create a centralized database to track project target across region
  • Easily create chart to showcase data / performance
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ScreenShots