Mattersight Behavioral Analytics (discontinued)Formerly Nexidia Analytics
Overview
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…
Good Analytics Capabilities, Value for Money.
Feel free to read!
One of the best de-escalation tools you can invest in.
A Fun, Easy to use and informative site for all!
Making a difference through BA
BA Saves the Day!
Personality Matters
It’s waaaay better than DISC, it’s Mattersight's Behavioral Analytics!
BA all the Way!
Outstanding Customer Service Through Behavioral Analytics
Behavior Analytics for a More Efficient Call Center
Mattersight Behavioral Analytics Review
Enhances Customer Experience
Mattersight Review
Mattersight Behavioral Analytics
Pricing
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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Product Details
- About
- Integrations
- Tech Details
What is Mattersight Behavioral Analytics (discontinued)?
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% |
Comparisons
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Reviews and Ratings
(58)Community Insights
- 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.
Attribute Ratings
- 9.1Likelihood to Renew3 ratings
- 9.1Availability1 rating
- 7.3Performance1 rating
- 8.2Usability2 ratings
- 9.1Support Rating1 rating
- 9.1Online Training1 rating
- 9.1In-Person Training1 rating
- 9.1Implementation Rating1 rating
- 9.1Configurability1 rating
- 9.1Product Scalability1 rating
- 9.1Ease of integration1 rating
- 9.1Vendor pre-sale1 rating
- 9.1Vendor post-sale1 rating
Reviews
(1-18 of 18)A Fun, Easy to use and informative site for all!
- 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.
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.
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.
BA Saves the Day!
- 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).
Personality Matters
- 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.
- 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.
- 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.
- 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.
Mattersight Behavioral Analytics Review
- 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.
Enhances Customer Experience
- 100% call recording - It is needed today with the focus on government regulations and compliance expectations.
- Real Time Alerts - identifies calls in a short amount of time where a compliance event is identified (TCPA, Bankruptcy, etc...) that give us an opportunity to review the call and make sure all steps related to the compliance event were completed appropriately.
- Coaching Heatmaps - Provide our leadership team a detailed coaching strategy heatmap that identifes a team members opportunity. This helps us focus on the main coaching topic to improve performance and providing customer excellence.
- To improve the amount of false positives reported. 20% of the calls have false positive information that we don't need to review for compliance events.
- More accountability to resolve issues in a shorter amount of time.
- Speed up the application. Users experience slight delays within the portal.
Mattersight Behavioral Analytics
- 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.
Sales & Customer Service Trainer
- Improves Peer to Peer Interaction - Just by knowing each others personalities we gain a better understanding of where each other is coming from.
- Improves Supervisor to Rep Communication - Supervisors can tailor coaching to individual personalities gaining better results.
- Improves Customer Interaction - Clears the path for more productive dialogue.
- Reinforcement Materials - I would like to see more reinforcement material to keep the content fresh & so that it doesn't become just the portal.
- More Activities - for reinforcement
A great place to start
- Call Recording
- User Friendly Design
- Reporting capabilities are limited
- Reports required double checks to ensure accuracy
- I like seeing at a glance the metrics for my reps and being able to know where they are struggling whether it be empathy, NI, or any other issues.
- Being able to search for particular pieces in a call such as excessive NI time, or a spot where a rep expresses empathy makes it really easy to dial down to the different items we need to coach to.
- Identification of the customer personality as well as the information on how to work with the different personality types is also a good resource for us.
- The ability for a representative to review their own calls is key in our coaching and the ability to help them grow.
- We REALLY need the rep to rep conversations. It is key in our area to know what transpired during the transfer of the call or during a conversation from say a rep to a team lead. Without this functionality, on some of the issues we face, we are guessing or driving blind.
- There seem to be some issues with the linguistics surrounding Empathy and very little to help us coach on this. I have had reps using the same phrasing and sometimes it is recognized and sometimes not. The explanations we are given are too vague to really coach to.
We finally have analytics software!
- 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.
- The personality profile assessment helps the agent understand their own personality and how to effectively communicate and engage with our guest that may have a different profile.
- Categorization and "painting" of the call in the well organized dashboard allows us to easily identify call types the agent may struggle with. The painted call shows us what parts of the call contain those coachable moments.
- The built in coaching portal provides a robust mechanism for sharing feedback between agent and supervisor.
- I would like to see Mattersight develop additional functionality around customer insight to drive more real-time feedback on what the customer is saying. Knowing what is trending would allow us to quickly asses and react to spikes in call volume.
Mattersight is more than Matter of Fact
- It's a great tool for our at home population as they can listen to their calls virtually without having to dial into a webex etc.
- The Mattersight team is outstanding in terms of providing proper support.
- Our industry needs analytics like this to dig deeper and make the necessary changes to our culture.
- I would've liked to have had screens with the voice calls during our pilot, seems more realistic.
- Timing with Mattersight can sometimes be slow to progress with the coding and things we wanted based on our business needs.
- They need more experience into virtual workforce to better customize their tool.
The New Frontier of Speech Analytics
- 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.
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.
Mattersight in Hospitality
- 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.
Giving up coaching to metrics is a good thing.
- 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.