Mattersight Predictive Behavioral Routing (discontinued) vs. SAP Analytics Cloud

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

SAP Analytics Cloud is great for big companies that want advanced data analysis and planning, especially when they need to work together in real-time or when people need to access data on their phones. It's like a super tool for predicting future trends in industries like retail or finance. SAC also works well for companies that use different types of computer systems because it can easily connect them. But, for small businesses that only need basic reports or don't have a lot of technical resources, a simpler tool might be better. If a company doesn't always have a good internet connection or if they're just starting with analytics, there might be other tools that work better.

Incentivized

• 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

• It makes it easier yo analyse order and related records easily.
• We can easily maintain and track the performance of employees in organisation.
• Can easily track various aspects for the growth of an organisation thus allowing real time analysis and tracking of organisation's growth and performance.

Incentivized

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

• Complexity in Data Modeling
• SAC supports various data sources, but improvements in the ease of connecting to and integrating with certain data repositories, especially non-SAP databases, would enhance the platform's versatility and integration capabilities.
• An offline mode for SAC could be valuable for users who need to access and analyze data without an internet connection. Additionally, optimizing performance for large datasets and complex visualizations would contribute to a smoother user experience.

Incentivized

There’s no doubt I will renew SAP Analytics Cloud. It is the most vital tool in our organization that makes it seamless to make rapid business decisions by collecting, modeling and visualizing data in real-time.

Considering the feedback and improvements made over time, users often rate SAP Analytics Cloud's usability in the range of 7 to 9 out of 10. Positive aspects include its integration capabilities, collaborative features, and the ability to create visually appealing dashboards. Some users, however, may note a learning curve or desire additional customization options.

Incentivized

Since the implementation stage, the support team has been very helpful and assisting. Even in the later stages, the tech team had quite a rapid response. In general, SAP has provided us with great customer support, let it be for a specific product of SAP or for integration of different modules.

Incentivized

Good videos and reference material available in SAP Portal.

Incentivized

SAC is a simple solution ad it works fine when connecting it to other SAP tools. On the other hand, connecting it to third party solutions brings difficulties when there's no previous design and the objetives are not clear. It is really important to integrate Business users from the start to provide with valuable business insights

Incentivized

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

SAP is a product/solution that contains extra capabilities that might be considered an enhancement; SAP Analytics Cloud models are based on a huge data collection, and numerous models can be integrated. When coupled with different SAP systems, Analytics Cloud has a common dataset architecture; this software also includes improved analytics capabilities.

Incentivized

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

• In general, SAC is a comprehensive analytics platform that offers a range of capabilities for data visualization, reporting, planning, and predictive analytics. It is particularly well-suited for businesses that use SAP systems and are looking to gain insight into their data in a single, integrated platform.

Incentivized