Mattersight Predictive Behavioral Routing (discontinued) vs. SAS Enterprise Guide

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

SAS Enterprise Guide is good at taking various datasets and giving analyst/user ability to do some transformations without substantial amounts of code. Once the data is inside SAS, the memory of it is very efficient. Using SAS for data analysis can be helpful. It will give good statistics for you, and it has a robust set of functions that aid analysis.

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

• I think the most useful aspect of SAS Enterprise Guide is the ability to use a point-and-click interface to create graphics, transform data, and perform statistics. The best part is that SAS Enterprise Guide creates base SAS code from the process, making it easy to reproduce analyses.
• SAS Enterprise Guide makes creating summary statistics about as easy as it gets. If one doesn't know proc means or proc tabulate, one can use SAS Enterprise Guide instead.
• The time-series forecasting procedures within SAS Enterprise Guide produce fairly good results. SAS Enterprise Guide makes time-series model comparisons relatively straight-forward.

Incentivized

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

• SAS Studio has some great examples that can be implemented. Adding a filter to the output datasets for one.
• Some issues around having to enter my password every time I open it up. Some people are having this issue and others aren't. SAS admin is at a loss to work out why it's occurring.

Incentivized

On account of current user experience and the organization-wide acceptance.

It's not all bad, but I don't believe that an enterprise purchase of SAS is worth the expense considering the widely available set of tools in the data analytics space at the moment. In my company, it's a good tool because others use it. Otherwise, I wouldn't purchase a new set of it because it doesn't have some of the better analytical functions in it.

Incentivized

I did not use the technical support of SAS EG. I can say that I have had hard time to find online tutorials or projects for SAS EG. For instance, it is hard to find completed researches or designed algorithms used with SAS EG. Sometimes it just depends on user's skill set and experience with databases and programming.

Incentivized

I've not worked hands-on with the implementation team, but there were no escalations barring a few hiccups in the deployment due to change in requirement & adoption to our company's remote servers.

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

Why I prefer SAS EG: Data processing speed is much faster than that R Studio. It can load any amount of data and any type of data like structured or unstructured or semi-structured. Its output delivery system by which we have the output in PDF file makes it very comfortable to use and share that file to clients very easily. Inbuilt functions are very powerful and plentiful. Facility of writing macros makes it far away from its competitors.

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

• Positive (cost): SAS made a bundle that include unlimited usage of SAS/Enterprise Guide with a server solution. That by itself made the company save a lot of money by not having to pay individual licences anymore.
• Positive (insight): Data analysts in business units often need to crunch data and they don't have access to ETL tools to do it. Having access to SAS/EG gives them that power.
• Positive (time to market): Having the users develop components with SAS/EG allows for easier integration in a production environment (SAS batch job) as no code rework is required.