Mattersight Behavioral Analytics (discontinued) Reviews and Ratings
Rating: 7.4 out of 10
Score
7.4 out of 10
Community insights
TrustRadius Insights for Mattersight Behavioral Analytics (discontinued) are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
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.
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.
Pros
Speech Analytics
Quality Monitoring
Playback of Recordings
Cons
A cloud solution which can be simply integrated with our Cloud based CC Platform
Likelihood to Recommend
NICE Nexidia Analytics is well suited for Speech Analytics, Quality Monitoring, and even Playback of Recordings. It was also possible for us to easily integrate it with our recording solution and pass on those recordings from our recording warehouse to Nexidia storage.
VU
Verified User
Professional in Information Technology (10,001+ employees)
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.
Pros
Smooth.
Simple.
Classy.
Simplifies.
Outstanding.
Amazing.
Cons
Transfer my calls.
Hold music.
Adding another caller.
Likelihood to Recommend
I think that NICE Nexidia Analytics really allows you to expand your knowledge it allows calls to come in very smoothly and all you have to do is answer and you don’t even have to press the green button. The second thing I like about it is that it allows you to transfer the calls easily.
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!
Pros
Behavioral Model has not only great information on the different styles and examples of some day to day issues you may run into. It also gives relatable Actors/Characters/People who you could closely relate with. When explaining this to someone new to the personality profiles it is very helpful to show the connection.
The Search feature looking for calls and navigating throughout each of the tabs is truly user friendly. It gives you options that reflect a lot of information and ways to search so that it could be very specific and detailed for bringing up a broad search depending on what exactly you would need.
The HeatMap is a great tool for those who want to take a look at where their representatives stand in comparison to the others on their team who take those calls. Having a graph and a clear look to see where they fit in based on the expectations helps it look great.
Cons
Really the only part would be the logging in process. Sometimes the system locks you out or suspends the account when you try to log in for an additional time without reason.
Likelihood to Recommend
<p>Specifically listening to scenarios in which a representative has taken a phone call and they are unsure of what they were marked off on regarding quality or how they sound. It gives a great explanation of what the site has picked up on based on key words to reflect what personality style the rep was speaking with and how they could have better served them.</p><p>I think that is an incredible feature because it helps show and break down how we are all different and have different needs and wants.</p>
We use Mattersight Behavioral Analytics (BA) for our inbound and out bound customer service reps. Our QA department uses BA for conducting our QA audits daily; these audits are shared with our floor supervisor and sometimes management. Supervisors and team leads are also completing call audits on a weekly basis. We are now able to compare patient service representatives' performances with their peers as well as with our other call centers.
Pros
It has allowed us to be more specific with our coaching through the heat maps
Cons
We are having diffuculty finding calls that have screen capture, when we do our QA audits
Likelihood to Recommend
I find Mattersight Behavioral Analytics well suited for our company. Our inbound team has seen an improvement in the quality of the calls and a decline in the distress calls now that the patient service representatives (PSRs) are able to recognize the psych needs of the personalities as well as know what would trigger distress.
UnitedHealth Group-Optum Global Solutions (UHG-OGS) firmly believes that a customized service is very much needed to help people live healthier lives. Thus, Behavioral Analytics (BA) comes into play. This program greatly helps provider services in terms of meeting customer satisfaction and issue resolution. BA fully aids the agents, supervisors, trainers, and managers to deliver outstanding service through effective and personalized responses designed for every personality style.
Pros
Identifying the base and phase personalities of the users - even determining phase changes and the order of the personality floors.
100% call recordings and 25% analyzed calls - which helps on identifying strengths and opportunities for audit and coaching purposes.
Desktop Analytics and First Call Resolution - for coaching purposes.
Cons
Hopefully, there could be more calls with screenshots to justify Desktop Analytics.
If Mattersight BA could also share population statistics per personality style for the Asian region (to make it more relatable to the Asian audience).
If possible, real time updates of call recordings (in synch with our Qfiniti).
Likelihood to Recommend
This program is perfect for customer service and training departments. This fully equips its users to personalize their communication skills and styles during conversations.
The Mattersight Behavioral Analytics is taught to every employee in our company. This insightful material identifies valuable ways for our employees to recognize their own preferred ways of communication. It also provides a deep understanding of how to interact with their peers, their managers and our clients. The knowledge the employees gain from these trainings can also provide insight and benefits in their personal relationships as well. I have found the impact to be incredibly positive, it has improved communication across the entire company.
Pros
One of the many things that impacts the learner is the way each individual can relate to the material being taught. Mattersight Behavioral Analytics is not an obscure philosophy, but rather well researched material that relates to everyone in a very personal way.
The impact of speaking to ones preferred way of communicating is powerful. When you are able to back the material up with relatable examples of real people, then you have something special, that most would buy in to. Mattersight Behavioral Analytics does a remarkable job of bringing in identifiable people for learners to relate to; celebrities; political figures; historical examples and even TV characters.
The Mattersight Behavior Analytics material helps employees identify ways of recognizing distress in customers. This is a remarkable tool for pre-empting an escalation. When you are able to teach language clues to your employee in order to help them recognize when they have a client who is in distress, you have empowered that employee with valuable knowledge. Now they know, based on the clients language what words they can use (or not use), to de-escalate.
The specific techniques taught in this material is a valuable resource for any business.
Cons
There are a lot of great examples, I would like to see is more current examples of the 6 different personalities represented.
I would like to have more energizers, openers and closers based around the Mattersight Behavioral Analytics material.
Likelihood to Recommend
There is not a business that would not benefit from incorporating the Mattersight Behavioral Analytics material. This information helps employees and managers better communicate with each other. The impact on your clients can be your biggest win. You or your employees interact with people in many ways, whether by email, phone, or in person, the material will provide valuable insight of how to strengthen those relationships and provide complete resolution with the first interaction.
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.
Pros
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.
Cons
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.
Likelihood to Recommend
I can't think of anything that would not benefit from Behavioral Analytics.
Mattersight is used by my organization as a tool to assist our agents with recognizing their own communication preferences, as well as our customer’s so we know how best to connect with them. It has helped improve our survey scores and overall customer satisfaction. Understanding someone is the first step in connecting with them and the Behavioral Analytics Portal assists our organization with achieving this goal.
Pros
The portal allows for easy coaching to our agents.
Behavioral Analytics allows agents to see the personality of a particular caller and learn ways to better connect with them.
The portal is a great way to analyze data for coaching purposes.
Cons
The site goes down often.
Likelihood to Recommend
It is well suited for obtaining call data and providing coaching feedback.
Mattersight Behavioral Analytics is such an excellent tool which helps the business reach its goals. Understanding the different customer personalities enables us to provide OUTSTANDING customer service!
Pros
Behavioral Analytics Trainer Certification - Mattersight provides extensive training to business partners to ensure that trainers will be fully equipped in rolling out the process.
Behavioral Analytics Roundtable - Mattersight keeps all of their certified trainers up to date with processes and lets everyone share best practices across all organizations tied up with them.
Behavioral Analytics Training Materials - Mattersight supplies practical and relevant materials which will make the learning easier and more effective.
Cons
It would be helpful to have the BA portal update on a daily basis to provide users feedback and coach them in real time.
For training materials, it would be helpful to provide more examples that are more relatable for offshore partners.
More updated call samples for business partners.
Likelihood to Recommend
Behavioral Analytics is very suitable to the type of business we support as it helps people understand the typologies of people. It help us achieve the goals of the organization.
