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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 24, 2016
Making a difference through BA
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.
- It has allowed us to be more specific with our coaching through the heat maps
- We are having diffuculty finding calls that have screen capture, when we do our QA audits
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.
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
Mattersight Behavioral Analytics
Mattersight Behavioral Analytics is being used across the whole organization. Right now our focus with Mattersight is to help coach and develop employees in addition to improving interactions with our customers to ensure the best customer experience. This tool provides the management team with data to help identify employee trends in behaviors as well as "the best approach" when coaching thier employees to change behaviors. It is a excellent tool when used regularly.
- Their call recording and language analysis is the greatest feature for myself. I love that it captures certain events based on language and paints each event. This makes it so much easier to identify trends.
- The point of contacts and trainers from Mattersight have been so supportive and accommodating to the specific needs of our organization. They know their stuff and have made the use of this tool easy.
- Call recording feature does not capture all events of the call. When there is 3rd party dialogue (conference calls), the tool does not capture this event and is silent. This is difficult for our quality team to monitor these interactions with customers to ensure a good experience and to measure if employees are within compliance.
- Notifications. When coaching sessions are initatiated via the Mattersight tool, notifications are only available within the tool. I would like to see notifications being sent to a desired email since most employees do not log into the tool regularly.
May 29, 2015
Mattersight is more than Matter of Fact
We are currently using Mattersight in two separate areas of our hospitality business. Our guest experience department utilizes the analytics to review non interaction time with our callers as well as the predictive CSAT data to ensure great customer service is being given. We are also testing it right now in our revenue departments for non interaction time, engagement levels and some partnership compliance areas.
- 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.
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
Review of Mattersigh Behavioral Analytics
We use this software primarily in our customer service department. We have claims agents that assist with phone volume who would be included in the Mattersight system as well. We use their product to help report on agent performance, listen to recorded calls, and see how our business is performing with handling customer calls. It helps narrow down trends with agent behaviors with call handling. Examples would be frequency of transferring of calls, tracking repeat customers calling us, frequency of participants from specific clients that call, etc. Overall the BA system captures a significant amount of useful data.
- Mattersight is designed to record 100% of inbound and outbound calls to the company.
- Helps identify "personality types" particular to specific callers. In other words, the system has a way of identifying a specific caller's word choice and categorizing the caller in to one out of 8 specific personality types.
- They capture a lot of data which can provide helpful reporting on call volume which can help steer the business.
- Reporting and functionality isn't always consistent. This could be due to compatibility issues with the functionality of the software our company utilizes and what their system is recognizing.
- Help the our team come up with more specific actions we can take to improve our performance.
- Although we have had the same liaison for the past year or more, we have had 3-4 changes of account managers over the 8 years we have been using the system. I think we currently have the best person for the relationship.
May 15, 2015
Mattersight use in Collections
Mattersight is used to record and analyze collection calls. Speech analytics are used to identify events during the call which managers can then use to coach team members. This also allows identification of compliance events.
- Speech analytics are excellent
- Reporting on call events
- Coaching in the portal
- Video capture can be challenging to implement
- Cost to implement could be prohibitive
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 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.
May 12, 2015
Experience with Mattersight Behavioral Analytics
Mattersight Behavioral Analytics is primarily being used within our Admissions and Enrollment Support department. We utilize the Mattersight system to help provide insight into the interactions between our students and our representatives. The system helps determine the communication styles of our representatives and the data analysis provided by Mattersight gives us a view into how well our representatives communicate with other styles, allowing us to pinpoint training opportunities that will help us ensure that we are always providing the highest level of customer service possible.
- Provide exceptional training to the general population and additional training to a company's personnel designated to be 'Certified Trainers'.
- Customer service is excellent. They often have gone out of their way to try to accommodate our needs, especially the training staff.
- Analyzing the communication styles - knowing the styles of our colleagues as well as our students provides great insight!
- Portal upgrades typically only happen 2-3 times a year, meaning if a change in functionality is needed quickly (ie - change in gov't regulations) it may not be able to accommodate.
- Have had numerous problems capturing all of the calls within our Cisco environment.