Mattersight Predictive Behavioral Routing (discontinued) vs. Panorama Necto

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

Panorama Necto 14 is well suited where BI is built to support social collaboration so that its analytics features can be shared to improve decision making by incorporating various organizational input. Additionally it supports an infographic display for information review which is unlike most of its competitors.

• 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

• Comes with lot of option to modify and build the smart infographic. Uses innovative pictures and charts to create the dashboards
• Helps you identify why you are succeeding and where you should shift your focus to.
• The maps are amazing and they just don’t act as control points rather you can populate various measures on them making it really efficient to understand the business in geographical info graph

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

• This tool is relatively new to the current competitive BI market. Many organizations or business analyst are not yet aware of it's eye catching features.
• Need more enhancement for predictive analysis.
• Publishing reports as email attachment and mail server configuration is a little complicated process.

Some features are very basic and sometimes you can't add your own SQL query for custom reports. For Macs and Blackberry users this application is not helpful. Non-languages are not supported in info-graphics. They need to improve their forecast analysis. Report sharing is limited among the portal users only

It provides all the features that are required and some that are not the basic requirements, but they represent a great additional capabilities, not available within the similar products

Support provider are very attentive.

Everything went smoothly, we didn't have any unexpected issues

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

This is the next generation BI tool, which will be very helpful for small and medium businesses to kick start data exploration and visualization of their diverse databases, with less intervention from IT. This tool is more end user centric and gives way more power to the end user to perform data analysis

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