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…

Learn from top reviewers

Good Analytics Capabilities, Value for Money.

Rating: 8 out of 10

April 1, 2022

IncentivizedVetted ReviewVerified User

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...

Verified user

Professional

2 years of experience

Feel free to read!

Rating: 10 out of 10

February 25, 2022

IncentivizedVetted ReviewVerified User

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.

Verified user

Analyst

3 years of experience

A Fun, Easy to use and informative site for all!

Rating: 10 out of 10

May 26, 2016

IncentivizedVetted ReviewVerified User

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 en...

Gina Del Sordo

Professional - Customer Service

Operations Trainer

UnitedHealth Group

2 years of experience

Making a difference through BA

Rating: 9 out of 10

May 24, 2016

IncentivizedVetted ReviewVerified User

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 ar...

Brenda Kilgore

Supervisor - Quality Assurance

QA/Training Supervisor

TriWest Healthcare Alliance

5 years of experience

It’s waaaay better than DISC, it’s Mattersight's Behavioral Analytics!

Rating: 10 out of 10

May 18, 2016

IncentivizedVetted ReviewVerified User

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 un...

Cassandra Fulcher

Analyst - Quality Assurance

Quality Assurance Analyst and Trainer

TriWest Healthcare Alliance

3 years of experience

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Pricing

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Mattersight Behavioral Analytics (discontinued)

N/A

Unavailable

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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No setup fee

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Product Details

About
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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Reviews From Top Reviewers

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(1-5 of 39)

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Good Analytics Capabilities, Value for Money.

Rating: 8 out of 10

Incentivized

April 01, 2022

Verified User

Professional in Information Technology

Banking Company, 10,001+ employees

Vetted Review

Verified User

2 years of experience

Pros

Speech Analytics
Quality Monitoring
Playback of Recordings

Cons

A cloud solution which can be simply integrated with our Cloud based CC Platform

Feel free to read!

Rating: 10 out of 10

Incentivized

February 25, 2022

Verified User

Analyst in Customer Service

Insurance Company, 501-1000 employees

Vetted Review

Verified User

3 years of experience

Pros

Smooth.
Simple.
Classy.
Simplifies.
Outstanding.
Amazing.

Cons

Transfer my calls.
Hold music.
Adding another caller.

It’s waaaay better than DISC, it’s Mattersight's Behavioral Analytics!

Rating: 10 out of 10

Incentivized

May 18, 2016

CF

Cassandra Fulcher

Quality Assurance Analyst and Trainer

TriWest Healthcare Alliance (Consumer Services, 1001-5000 employees)

Vetted Review

Verified User

3 years of experience

View profile

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.

A Fun, Easy to use and informative site for all!

Rating: 10 out of 10

Incentivized

May 26, 2016

GD

Gina Del Sordo

Operations Trainer

UnitedHealth Group (Hospital & Health Care, 10,001+ employees)

Vetted Review

Verified User

2 years of experience

View profile

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.