Name: Mattersight Behavioral Analytics (discontinued)
Rating: 7.3 (58 reviews)
Author: Discontinued Products

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Mattersight Behavioral Analytics is a powerful tool that provides valuable insights into customer and team member behaviors. Users across various departments within organizations have found it to be an invaluable source for monitoring calls and improving team performance. It serves as a coaching tool for management staff, enabling them to enhance customer service and automate coaching opportunities. The software's linguistic analysis capabilities are particularly useful in collections departments, where it identifies positive comments, caller distress, compliance events, and acknowledgement statements. Additionally, the software's call recording and personality matching features are widely utilized by sales, customer service, and specialty service departments for coaching purposes.

One of the key benefits of Mattersight Behavioral Analytics is its ability to identify trends in behaviors that impact customer experience. By addressing customer irritants and reducing effort, the software helps eliminate unnecessary call backs and improve overall customer satisfaction. This is especially beneficial in admissions and enrollment support departments, where representatives use the software to gain insight into their interactions and identify training opportunities for improved customer service. The system records calls, documents coaching sessions, and even helps representatives understand how their personality style impacts others.

Another notable use case of Mattersight Behavioral Analytics is its application at UnitedHealth Group-Optum Global Solutions. Here, the software is taught to every employee in order to improve communication across the entire company. By tailoring communication and decreasing distress, sales and service departments can improve language usage and create more open opportunities. Moreover, the software has been piloted in call centers to analyze non-interactive time, compliance, and engagement on calls, resulting in increased reservations and partnership compliance.

Overall, Mattersight Behavioral Analytics assists organizations in identifying coaching opportunities, trends, and outliers in calls across multiple departments. It helps improve agent performance by providing valuable data for coaching sessions and enhancing visibility of key performance indicators KPIs. Additionally, the software helps organizations recognize the communication preferences of both agents and customers, leading to improved survey scores and overall customer satisfaction. Whether it's in customer service, collections, sales, or any other department, Mattersight Behavioral Analytics proves to be a versatile tool that benefits both the company and its customers.

Valuable Insights: Users have found that Mattersight's Behavioral Analytics provides valuable insights for guiding agents in handling different communication styles on future calls. Some reviewers mentioned that the system's ability to generate reports automatically saves time and eliminates the need for manual data entry.

Comprehensive Reporting: The availability of comprehensive reporting, including heatmaps and ad hoc reporting, has been commended by users for enhancing the customer experience and improving overall performance. Several reviewers appreciated the system's ability to identify coaching opportunities through linguistics and analytics on specific calls, providing useful tips for coaching different personality types.

User-Friendly Design: Mattersight's portal has received praise from users for its user-friendly design and multiple levels of data access. Reviewers have also highlighted the inclusion of training on different personality types within the portal training as a valuable feature.

Mattersight Behavioral Analytics, alternately known as Nexidia Analytics after Mattersight's acquisitions by NICE Systems, was a tool used to identity behavioral trends occurring in customer service, and help organizations to identify coaching opportunities. The product is no longer available for sale.

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.

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Mattersight Behavioral Analytics (discontinued)

Call Center Workforce Optimization

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Discontinued Products

Genesys Multicloud CX (discontinued)

Nuance Dragon Speech Recognition

NICE Nexidia Analytics 2022-04-01 10:53:45

NICE Actimize

AeronaClinic

AskNicely

NICE Nexidia Analytics 2022-02-24 23:26:24

Force Management

Quality Assurance Analyst and Trainer

Mattersight Behavioral Analytics 2016-05-16 11:14:59

Operations Trainer

Mattersight Behavioral Analytics 2016-05-26 09:14:14

Bound

QA/Training Supervisor

Mattersight Behavioral Analytics 2016-05-16 10:34:19

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Real time

Screen capture

End user

Conference calls

User management

Third party

Help page

False positive

Slow at times

Changing business

Behavioral analytics

Call recording

User friendly

Easy to use

Easy to understand

Heat maps

Ad hoc

Friendly and easy

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Well trained

Home

Call Center Workforce Optimization Software

Nexidia has been used within our company for speech analytics. It also helped us to identify words and analyze audio patterns to detect emotions and stress in a caller's voice.

Speech Analytics
Quality Monitoring
Playback of Recordings

A cloud solution which can be simply integrated with our Cloud based CC Platform

High success rate
Data analytics in more secure way

Genesys Multicloud CX (formerly Genesys Engage), Nuance Dragon Speech Recognition

It’s a very smooth process, I really enjoyed how easy and simple it is. It was difficult some days to transfer calls but besides that, it’s perfect for busy days.

Smooth.
Simple.
Classy.
Simplifies.
Outstanding.
Amazing.

Transfer my calls.
Hold music.
Adding another caller.

I think it helped my business.
It allowed me to expand my knowledge.
I was able to discover other materials.

We use Behavioral Analytics (BA) not only as a source to monitor calls our staff takes, but as a great customer service and coaching tool. We make sure our management staff understands how to use Behavioral Analytics as a great coaching tool to use with staff and a great customer service tool our staff can use with our customers.

I love how the systems analyzes the callers so QA's are able to help guide the agent on how to better handle that style on the next call.
I love how the system runs reports for us. We no longer have to manually enter and produce reports, which is a "bear" of a project.
Behavioral Analytics helps me keep track of not only my team's progress, but the progress of team leads and supervisors doing coaching and QA monitors.

I wish you could string calls together, so I could here a call progress from beginning to end.
I wish that Behavioral Analytics had a way to go into the QA form and make updates instead of having to delete the entire monitor and start again.
I wish the system captured more than 10% of video, for screen capture.
I wish you could search for a call with a phone number.

I know this system has helped with customer service which in return makes customers happier.
I know this system has helped a lot of team leads and supervisors effectively coach their staff better.
I know it has helped the QA department get through to agents better through coaching opportunities.

Quality monitors
Customer Service training
Coaching training
Trending reports

As a trend tracker
A way to see what other sites are doing
A great way to see were training could be lacking

To see calls from beginning to end
Additional refresher courses for customer service
Onboarding team leads and supervisors for being able to coach effectively
Help QAs coach more efficiently

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I don't think much would have changed except we would have been a little more prepared to give Mattersight a complete picture of what the company was looking at. Mattersight though has been great "coaching" us through the growing/challenging times. Mattersight is great and gives us no gruff when we are constantly having to change as our business grows.

Having the supervisors and mangers remember their training
Having staff remember to login to the system so their access was not revoked
Having staff remember their password they created from their PPI assessment

The Quality tab was really easy to use. We did not have this tab yet when we first became certified. When the tab finally arrived, it was really easy to access and navigate through. It took maybe 15 minutes to walk through and then it took another 25 minutes to train the rest of our staff.

About 4 weeks ago, our company changed around the quality monitoring form. I reached out to Mattersight to advise them of the change and tried to find out if we could get the form changed and if so how long would it take. We advised that we would have to go back to Excel forms until the change was made. Within 30 minutes of that email, I received a response back about how we would like the form to look. The Mattersight staff only had the whole form complete, changed, and uploaded within 2 days. It was amazing.

Search function for finding agents
The heat map
The Quality Tab

Flters for finding calls
Finding the agent in the heat map because they did not take enough calls
Trying to find a call with screen capture

Desktop Analytics with help with call flow

Being able to search for calls through phone numbers

The Mattersight Behavioral Analytics website is truly one of my favorite to use and teach. Currently it's used not only for showing the different styles of personalities we encounter every day, but it helps by recording the representatives' calls and documenting both coaching from supervisors as well as reps. This is something that has been utilized across our department and across the organization also. It helps address the business problem of showing the representatives how they can best assist the members and hear how they sound. Being able to understand how your personality can impact others is a huge advantage within the customer service role no matter what department. Being able to cater to the member directly for their needs also is fantastic!

Mattersight Behavioral Analytics (discontinued)
Formerly Nexidia Analytics

Overview

What is Mattersight Behavioral Analytics (discontinued)?