Mattersight Predictive Behavioral Routing (discontinued) vs. SAP Data Quality Management

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

When reporting, we use accurate data with no duplications since they are addressed by SAP DQM, we get the right target audience by analyzing marketing data, and also helps us to understand the current situation of our firm by comparing metrics.

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

• Eliminate all data duplicates, which affects the space and the inefficiency of the database.
• Further, SAP Data Quality Management has determined address cleaner, very friendly in making systems and data verification a success.
• Simplistic customization strategies, that personalize all the business processes.

Incentivized

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

• Sometimes it is hard to find which is the correct report to run to find the desired details.
• We attach contractor invoices in SAP and it isn't very easy to get in to them.
• The user interface could overall use a little work to make the system more user friendly and ultimately more efficient to use.

Incentivized

As with other SAP products, there is excellent support from SAP on this new tool.

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

The client was on a SAP platform for most of their applications and also is planning to implement SAP Hana very soon. This tool was fitting good for the requirement of the client to manage the quality of the data and hence adapt it in the system. Also, it can go well with the BO reporting.

Incentivized

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

• The merging of data, from numerous sources, makes the metrics of analytics accurate and they manage decisions.
• Besides, SAP Data Quality has a robust cleansing tool for data, making it effective to obtain it from different secure and affirmed sources.
• Finally, SAP Data Quality deals with sales analysis, very reputable in making information available for competitive market support.

Incentivized