Eleveo vs. Mattersight Predictive Behavioral Routing (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Eleveo
Score 9.2 out of 10
N/A
Eleveo (formerly ZOOM International) solutions protect a business by recording contact center interactions like service requests, outbound sales, financial or healthcare transactions, providing solutions for privacy and regulatory requirements, and by capturing customer experience. Eleveo provides 100% global recording coverage in the cloud, on-premise, or in hybrid architecture with a fully Native Cloud WFO suite.N/A
Mattersight PBR
Score 6.0 out of 10
Enterprise companies (1,001+ employees)
The former Mattersight Predictive Behavioral Routing was a solution to route inbound calls to agents best able to handle any particular kind of call. The product is no longer available for sale since NICE System's acquisition of Mattersight.N/A
Pricing
EleveoMattersight Predictive Behavioral Routing (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
EleveoMattersight PBR
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
EleveoMattersight Predictive Behavioral Routing (discontinued)
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Best Alternatives
EleveoMattersight Predictive Behavioral Routing (discontinued)
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
Genesys Multicloud CX (discontinued)
Genesys Multicloud CX (discontinued)
Score 7.5 out of 10
Eleveo
Eleveo
Score 9.2 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
EleveoMattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend
8.7
(9 ratings)
7.6
(4 ratings)
Usability
-
(0 ratings)
8.0
(1 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
EleveoMattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend
ZOOM International
Zoom management suite is well suited for companies that have enforced call center optimization software previously. Coming from other software, Zoom makes the transition very smooth. But, if a call center software has never been used in a workplace, I feel like this isn't the place to start. There is a pretty steep learning curve.
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Discontinued Products
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.
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Pros
ZOOM International
  • Recording Agent interactions. It is simple and easy to adopt and retrieving them is also convenient.
  • The follow up with the customer experience is smooth and flawless.
  • The ease of initial installation and the operations of it including adding and removing agents.
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Discontinued Products
  • 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.
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Cons
ZOOM International
  • The user to manipulate the tool has to full pass through training.
  • Support availability is low.
  • Complex project handling is also slow.
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Discontinued Products
  • ISG could use more in depth reporting that is available on demand.
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Support Rating
ZOOM International
At the moment there is no reason to use the ZOOM support.
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Discontinued Products
No answers on this topic
Alternatives Considered
ZOOM International
ZOOM Quality Management Suite has better stability and is more user-friendly. ZOOM Quality Management Suite has better auditing features when trying to assess the performance of the users. My personal impression is that Zoom Quality Management uses less bandwidth than its competitors thus making it easier to interact with the tools we use on a day-to-day basis.
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Discontinued Products
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.
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Return on Investment
ZOOM International
  • Staff feels more equipped to handle calls well.
  • Follow up after calls have been more successful.
  • Benchmarking process improvements is easier.
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Discontinued Products
  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction
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ScreenShots