Mattersight Predictive Behavioral Routing (discontinued) vs. The Weather Company

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

Well suited:

• Forecasting for severe weather events.
• Generating overall seasonal trends in upcoming weather patterns.
• Content is easy to read and understand.
• Great for business decision-makers, c-level executives.

Not well-suited:

• Year ahead forecasts.
• Data that can be trusted as finite days before a weather event. The data and forecasts can change often, so remaining up to date is key.

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

• Detailed forecasts.
• Hyper-local forecasts.
• Daily updated local and meaningful forecast for our business.

Incentivized

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

• Forecasts are not always accurate.
• Winter weather forecasts are now often now-casted which can be challenging for proactive planning.
• Would love to see more tips on how businesses can prepare for severe weather by the use of the Weather Company’s data.

Incentivized

Support for the Weather Company has not been an issue. The predictive analytics processes that they use allow them to remain a strong force in the world of weather patterns and forecasts. Brand recognition allows them to continue to grow and develop in a world that is not as crowded as other predictive analytics areas.

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

Insightful meteorologists that both understands the science of weather and also understands our business needs.

Incentivized

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

• Better confidence in the weather forecast.

Incentivized