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Mattersight Behavioral Analytics is a powerful tool that provides valuable insights into customer and team member behaviors. Users across …
Mattersight Behavioral Analytics (discontinued)Formerly Nexidia Analytics
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What is Mattersight Behavioral Analytics (discontinued)?
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…
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What is Mattersight Behavioral Analytics (discontinued)?
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…
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What is Mattersight Behavioral Analytics (discontinued)?
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.
Mattersight Behavioral Analytics (discontinued) Features
- Supported: Predictive NPS – Integrate your existing satisfaction survey with Mattersight's powerful behavioral algorithms to automatically predict NPS scores on every customer conversation
- Supported: Predictive Metrics – When you combine your CRM or survey data with Mattersight Analytics, you can use call outcomes to make smarter business decisions
- Supported: Alerts – Proactively identify and report on key events
- Supported: API Platform – Access thousands of data elements through Mattersight’s open API platform
- Supported: Automatic Call Categorization – Automatically categorize 100% of calls against enterprise and organic libraries to reduce the need for agents to select a call reason in agent desktop applications
- Supported: Trending Topics – Synthesize your unstructured conversation data into customer sentiments, and tie insights to your CRM data to improve business outcomes
Mattersight Behavioral Analytics (discontinued) Integrations
- Amazon Connect
- NICE inContact
- Cisco
- Genesys
- Verint
- Fonality
Mattersight Behavioral Analytics (discontinued) Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | United States |
| Supported Languages | English |
Mattersight Behavioral Analytics (discontinued) Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 0% |
| Mid-Size Companies (51-500 employees) | 0% |
| Enterprises (more than 500 employees) | 100% |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- 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.
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May 26, 2016
A Fun, Easy to use and informative site for all!
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!
- 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.
- 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.
May 23, 2016
BA Saves the Day!
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.
- 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.
- 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).
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.
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!
- 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.
- 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.
May 17, 2016
Mattersight Behavioral Analytics Review
Mattersight Behavioral Analytics is used to help our Customer Advocates(CAs) provide excellent concierge customer service by recognizing key language clues that our customers use when calling in to get information on their policies. By recognizing these language clues, our CAs are able communicate to our members in a way that helps meet the psychological needs of our customers, decreases customer stress on the call and resolves the customer's issues.
- Provides users a different way to understand their customer, thus allowing them to handle situations that would be optimal to both parties.
- With the improved understanding of their customer, the user will be able to communicate in ways to remove their customer out of a feeling of distress.
- The material can be used for any environment, both professional and personal.
- It takes time to understand and be able to pick up on verbal queues. This is not something that is used once, but on a continuous bases. It's like a muscle. The more you use it, the stronger it gets.
August 07, 2015
Mattersight Behavioral Analytics
Our customer service and sales departments leverage Mattersight Behavioral Analytics to identify coaching needs, improve consistency of performance and to measure quality results of the services we provide.
- Behavioral Analytics provides the ability to measure the level of engagement with our callers.
- Mattersight provides objective insights on how we can improve our results.
- Mattersight has strong predictive analytics capabilities.
- Some of their solutions require custom integration that can be challenging to implement.
- Some projects have taken longer to deliver than the expectations that were set at the beginning of the initiative.
August 04, 2015
A great place to start
We are using the recording, analytics and coaching features throughout our organization. The product allows us to target specific representative behaviors for coaching.
- Call Recording
- User Friendly Design
- Reporting capabilities are limited
- Reports required double checks to ensure accuracy
June 13, 2015
Mattersight review
Mattersight Behavioral Analytics is being used by multiple departments within the organization. It allows users to quickly identify targeted coaching opportunities within calls and has multiple enhanced search features. The reporting that is available has helped us identify trends in calls as well as address outliers in our coaching efforts.
- Easy-to-use portal that helps users locate and review pertinent coaching opportunities.
- UI that is tailored to the company and displays key points within a call. This eliminates the need to listen to the entire call when looking for something specific (caller distress, rep empathy, etc.).
- Solid training that explains the Mattersight model and how to interact with different personality profiles.
- Call routing based on personality doesn't seem to jive with our particular set-up.
- We've had situations where calls are not recorded.
- Linguistics are not always "painted" correctly in the portal.
June 01, 2015
Mattersight gives us sight into what matters
Mattersight is used by our entire organization of frontline agents. It is used by our sales departments, customer service departments and speciality service departments. It is used for call recording purposes as well as personality matching and coaching. It addresses the issues of coaching to individual performance while identifying key metrics which support overall growth and development of the organization. The truth is, Mattersight is an amazing tool. To be able to locate calls which demonstrate specific behaviors which are being coached to in an easy, efficient and predictable manner is priceless. Plus being able to correlate these behaviors to specific personality traits and being trained on how to coach to those personality traits, well that is incredibly useful. Mattersight is in my opinion the best behavioral analytics tool on the market. It's a complete package.
- Usability of interface. The Mattersight portal is very user friendly and intuitively created. It provides multiple levels of data access to find trends and dig for specific behaviors easily.
- Training. Included with the training of the portal itself is training of the different personality types which Mattersight has identified. This is particularly useful when coaching to particular personality types if you understand them.
- Support. Mattersight does extremely well at identifying and fixing problems with their software in an unobtrusive, efficient manner. They are always continuing to expand on the training they offer and continue to provide feedback and support for whatever is needed.
- Maintainence of the portal. Mattersight will sometimes perform scheduled maintainence on the portal which disrupts the completion of goals.
- Usable reporting. Mattersight could do better with creating usable reports of individual performance.
- Interaction with phone system. Changes to the IVR will often cause calls to be lost and thus have gaps in reporting.
May 29, 2015
We finally have analytics software!
We are currently piloting this software on a test group of agents in our call center. It is currently analyzing non interactive time, compliance with two partner offers our agents do on their calls and measuring engagement on the calls. The results confirm that we book more reservations when engagement is occurring on the calls and our partnership compliance is increasing.
- Heat maps are an awesome tool to know which agents and which areas to focus our coaching on.
- The portal is very user friendly and easy to use.
- The Mattersight team is very responsive; they deliver on their promises and are so friendly.
- Right now we don't have screen recordings, this is something we hope to expand to in the future.
- More call detail would be helpful, seeing the VDN's the calls come in from is helpful to have.
- Having visibility of who played which calls is helpful when auditing for PCI.
May 29, 2015
Automation at its Best
Mattersight Behavioral Analytics is currently being used across the Allstate organization in various departments. It helps automate coaching opportunities and reinforcements to our front line leaders. It is also provides reporting on internal metrics to help improve customer experience.
- Help identify coaching opportunities through linguistics and analytics on a particular call
- Provide helpful tips on coaching to specific personality types and how to approach properly
- Provide reporting that can be used to increase customer experience through heatmaps and ad hoc reporting
- Technical issues with the portal such as call recordings
- Minimal functionality issues that rarely occurs
May 19, 2015
The New Frontier of Speech Analytics
Mattersight is used in out contact center by "agents" who work with our students on the front end of Admissions. The focus of the product use has been to improve the ability of our "agents" to work and connect with students and to use the tools for performance management.
- The Communications behavioral model typology is an excellent model to help employees understand and improve how they communicate to others including customers, colleagues and in their personal affairs.
- The tools in the portal have improved the efficiency of how we do performance management.
- Mattersight's training materials and training support are excellent. Probably the best I have ever seen from a vendor.
- Quality people on their end working with us during implementation and post implementation support.
- The linguistics technology and the use of call recording has provided us much greater options than our previous call recording technology.
- Transactional system reporting. Limited/no ability for us to design our own reports, we must work through Mattersight's resources for the creation of new reports.
- Portal can be a bit clumsy with minor glitches. Seems like the technology is a little older for portal technology.
- Ability to modify and make changes in the portal. Most modifications need to wait until a portal upgrade which is done 3-4 times a year. Do to a regularly changing business environment we would like to see greater flexibility. Any modifications whether configuration to fields or customization has to be done by them.
- Administration tab in portal is decent but anytime we have major changes in employee management hierarchies it is very manually intensive to make changes. Fine for one off changes but if you have a higher level management change, profile information for each employee under that manager has to be changed as well.
May 18, 2015
Mattersight Behavioral Analytics review
- Call recording and Desktop analytics
- Metric reporting
- Behavioral trends
- Used across the organization
- Used to identify behavioral issues, quality assurance, etc. that may improve or detract from a positive customer experience
- Flexibility - Able to customize reports ad hoc
- User-friendly. Most menus are easy to use, intuitive
- Analysts are able to run most custom metrics reports quickly rather than waiting for a report from Mattersight
- User management could be improved - Bulk updating of users profiles could be more efficient. Only a few attributes are able to be changed on a bulk update
- Would be nice to see if the calls are analyzed or unanalyzed on the main portal search results page
- A help page for end users within the portal would be nice - one that explains how to search calls, etc. So basically more end user support within the portal.
May 15, 2015
Mattersight in Hospitality
We currently use this as a coaching tool for our team of Guest Assistance Specialists. It provides a visual and auditory frame of reference to improve guest interactions in situations that are often escalated. It is in the process of being rolled out to the Customer Service and Reservations departments as well.
- It provides a tool that can be accessed by the specialist level agent and management to provide two-way communication.
- It breaks down the call into coachable categories, such as NI time.
- It uses the six behavioral styles to provide a frame of reference to the call and caller; allowing for a set of defined methods to assist with the call.
- I would like to see more options available for "bulk" updates to users.
- I would like to see an actual "agent screen view" option.
May 15, 2015
Driving THE RIGHT BEHAVIOR
Behavioral Analytics is used for coaching, first call resolution measure, driving increased sales and positive customer experience as well as improvement in efficiency. It helps our leaders identify trends in behaviors that impact customer experience. With BA we are able to identify and improve customer irritants (process and soft skills) in order to reduce customer effort and eliminate unnecessary call backs.
- Identifies customers and end users personality type
- Great tool to measure non-interaction on calls (silence and holds) to improve efficiency
- Good measure of First Call Resolution
- Great tool for coaching to soft skills
- Faster performance (Tool can be slow at times)
- Easier user management
- More customization for the end user
May 13, 2015
Mattersight - Behaviors of Success
Mattersight is being used to coach Sales agents in addition to assisting sales agents address customers. This ensures that coaching sessions are optimized and improves the efficiency and effectiveness of such coaching. In addition, the sales agents are more likely to sell to consumers that like them.
- Mattersight is able to break down call behaviors in a way that our sales metrics don't.
- Mattersight paints a clear picture, through the heatmap, on which behaviors stand out as outliers.
- Mattersight allows me to easily search for calls that have either strengths or opportunities based on the our area of focus.
- Mattersight makes it easy for agents to review calls and any coaching notes that I have entered, in addition to allowing agents to review their own calls and enter their own coaching.
- Mattersight affords me to drill down on metrics for all my agents.
- Mattersight could be more user 'inviting'. I feel my agents would be more apt to embrace it with a more inviting look and feel.
- Mattersight could send out Personality tips and updates to users to keep these ideas fresh.
May 12, 2015
Giving up coaching to metrics is a good thing.
Mattersight Behavior Analytics is being used across all departments. It gave us the opportunity to focus our coaching on behaviors that can improve our numbers instead of just telling reps "get your stats up". It's a good coaching platform. Everyone is now focused on the same issues and when people change teams, the focus is the same. [There is a] consistent message throughout the company.
- It gives us real targets to aim at.
- It helps new supervisors understand what is important and what to coach to.
- Excellent portal design that makes it easy to find examples of behaviors to use in coaching. Far exceeding the functionality of Calabrio where we had hunt to for valid call examples.
- We are an organization that is used to hearing every conversation on every call. Through a combination of Mattersight issues as well as Esurance reluctance to put the right infrastructure in place to capture all calls, we don't have the same level of confidence from the organization that every call that should be captured is captured.
- We expect a high level of urgency for outage handling...even for one rep. Mattersight has gotten better but still not to my satisfaction.
- We, more often than not, report lost calls and outages to Mattersight and not vice versa. This, I would think, would be embarrassing to them that they don't have systems in place to proactively recognize these issues and report back to us. I have no idea how many reps calls we've lost until we have to search for them in a claims issue and find out its not there. Not impressive.