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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
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…
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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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- Integrations
- Tech Details
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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(58)
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.
Attribute Ratings
Reviews
(1-25 of 39)Companies can't remove reviews or game the system. Here's why
April 01, 2022
Good Analytics Capabilities, Value for Money.
- High success rate
- Data analytics in more secure way
February 25, 2022
Feel free to read!
- I think it helped my business.
- It allowed me to expand my knowledge.
- I was able to discover other materials.
- Better customer service as it provides the tools to speed up the de-escalation process.
May 26, 2016
A Fun, Easy to use and informative site for all!
- MUCH Better Customer Service and Employee Satisfaction
- Quick Coaching Opportunities
- One stop shop for calls and coaching
May 24, 2016
Making a difference through BA
- It has allowed for better coaching opportunities and the staff is handling calls better by knowing how to recognize the personality of the caller and being able to meet the caller's pysch needs as well as avoid distress.
May 23, 2016
BA Saves the Day!
- Improved Customer Satisfaction - through increased positive survey ratings
- Increased First Call Resolution rates and decreased callbacks / return calls
- Improved quality and employee efficiency
May 19, 2016
Personality Matters
- Employee Satisfaction
- Customer Satisfaction
- First Call Resolution
- 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.
May 18, 2016
BA all the Way!
- Better customer service.
- More confidence in agents.
- Higher customer satisfaction rate which results in more possible partners investing in the business.
- Increased employee efficiency - It helps the specialists resolve the issues of the customers in a more timely manner.
- Trainer Certification - Their extensive training makes sure that all trainers are equipped in rolling out the tool to the business.
- Increase agent efficiency
- Improved consumer feedback via United Experience Surveys
- Improved and more effective coaching methods
May 17, 2016
Mattersight Behavioral Analytics Review
- There has been an increase in customer service satisfaction.
- Agents are able to communicate to the understanding of the customer, therefore decrease call backs and increasing first contact resolution.
September 30, 2015
Enhances Customer Experience
- Lowered compliance error rates
- Increased our team member promise kept rate
- Increased our call control that lead to increased team member efficiency
August 19, 2015
Mattersight Review
- It has allowed us to better pinpoint areas such as AHT, and sale referrals better for coaching
August 07, 2015
Mattersight Behavioral Analytics
- By focusing our coaching on the 3rd and 4th quartile performers, we have been able to reduce the variability of results across our sales organization. This has resulted in increased sales effectiveness.
- We have been able to reduce the non-interaction time within our service calls which increases our capacity.
- Behavioral Analytics allows the user to see a more holistic view across the organization (more forest, fewer trees)
August 07, 2015
Sales & Customer Service Trainer
- Less Non interaction Time
- Less Caller Distress
- Improved De-Escalation
August 04, 2015
A great place to start
- Focus on NI time provided ROI.
- NI forcus didn't help to improve overall customer loyalty or satisfaction.
August 04, 2015
Connection with customers is the key to success
- Increased employee efficiency due to coaching to personality styles and interaction with customers
- This program has been key for me in coaching my employees on different behaviors and finding what I need them to hear.
- I don't have any ROI numbers off hand, but I can tell you my time spent is a lot less with being able to look for calls this way versus having to use the 'needle in a haystack" method we used before.
June 13, 2015
Mattersight review
- Consistent coaching
- Improved efficiency for both coaches and front-line users
- Quicker, actionable data to coach with
June 01, 2015
Mattersight gives us sight into what matters
- Better customer service. Mattersight has helped agents understand the needs of customers and address them appropriately.
- Increased coaching effectiveness. As a manager, Mattersight has been awesome as a starting point for coaching direction.
- Better behavioral focused coaching. Mattersight's portal makes it easy to track down calls which are related to a specific behavior.
May 29, 2015
Coaching the Right Way
- More efficient and meaningful coaching sessions
- Improved customer service
- Better interdepartmental relationships
- Better supervisor-employee relationships
May 29, 2015
We finally have analytics software!
- We are still doing a POC and pilot is officially starting on June 1 so I don't have any results yet.
- We hope to see an increase in partner transfers and conversion and reduce handle time.
May 29, 2015
Mattersight Behavioral Analytics
- It's important to understand that when an organization is moving into new initiatives, that the management team is fully supporting the initiatives. Communication is key and setting expectations for the management team that translates to employees will ensure success
- Mattersight has helped us improve overall CSAT by reducing non-interaction time, decreasing average handle time and improving customer engagement.