Likelihood to Recommend
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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TV is well suited for high speed, which is a great for large tables. The workload functionality is very good when in Viewpoint. The BAR functionality could use a little work. QueryGrid is very useful as well. The client handlers are still a work in progress, as I keep hearing that they continue to fail. There are also many restarts on the systems as well.
Read full review Pros 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 ETL (Extract - Transfor - Load) NOS to send data from Teradata Vantage to S3 and from S3 to Teradata Vantage Teradata GeoSpacial feature Bulk reading and writing in huge tables MPP capacity already mature Temporal Capacity more mature that other solutions TASM Read full review Cons 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 Teradata is an excellent option but only for a massive amount of data warehousing or analysis. If your data is not that big then it could be a misfit for your company and cost you a lot. The cost associated is quite extensive as compared to some other alternative RDBMS systems available in the market. Migration of data from Teradata to some other RDBMS systems is quite painful as the transition is not that smooth and you need to follow many steps and even if one of them fails. You need to start from the beginning almost. Last but not least the UI is pretty outdated and needs a revamp. Though it is simple, it needs to be presented in a much better way and more advanced options need to bee presented on the front page itself. Read full review Likelihood to Renew
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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[It's] a must have application in the organisation that cannot be easily replaced.
Read full review Usability
Overall, navigating in the system is easy
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It has helped our project to save time, effort and give accurate results in the quickest possible time. The diagnostics feature is also outstanding giving us a detailed report of the error which occurred, when it occurred and the likely cause and resolution of the same as well. The support of SQL is inherited which makes it easy to work on it because you don't need to learn any new language for this.
Read full review Reliability and Availability
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.
Read full review Performance
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.
Read full review Support Rating
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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We have meetings at the beginning with the technical team to explain our requirements to them and they were really putting in a lot of effort to come up with a solution which will address all our needs. They implemented the software and also trained a few of our resources on the same too. We can get in touch with them now as well whenever we run into a roadblock but it's very less now.
Read full review In-Person Training
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.
Read full review Online Training
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.
Read full review Implementation Rating
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.
Read full review Alternatives Considered
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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Teradata is way ahead of its competitor because of its unique features of ensuring data privacy and data never gets corrupted even in worst case scenario. In most cases, the data corruption is a major issue if left unused and it leads to important data being wiped off which in ideal case should be stored for 3 years
Read full review Scalability
This is such a great product.
Read full review Return on Investment 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. Read full review Saving time and cost through its stable integration tools which helps import and export a huge amount of different data. Providing analytics for the different data is easy and quick. Securing all the data processes across the entire company. Great Cloud solution for effective data quality management. Read full review ScreenShots Teradata Vantage Screenshots