Name: Mattersight Predictive Behavioral Routing (discontinued)
Rating: 6 (9 reviews)
Author: Discontinued Products

Communications Outsourcing

Help Desk

Web and Video Conferencing

Customer Support

Push Notifications

Development

Business Intelligence (BI)

Calibration Management

Collaboration

Environmental, Social, and Governance (ESG)

Interactive Voice Response (IVR)

Enterprise

Accounting

Online Trading

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

Employee Performance Management

HR Management

On-Demand Payment

Payroll

Professional Employer Organizations (PEO)

Resume Parsing

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Cloud Storage

Distributed Denial of Service (DDoS) Protection

Dynamic Application Security Testing (DAST)

Embedded Business Intelligence (BI)

Endpoint Encryption

File Sync and Share

Fraud Detection

HTML Editors

Hyper-Converged Infrastructure

Integration Platform as a Service (iPaaS)

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Network Virtualization

Password Management System

Remote Monitoring and Management

Routers

Secure Email Gateway

Session Border Controllers

Solid State Drives

Static Application Security Testing (SAST)

Static Code Analysis

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Data Management

Direct Mail Automation

Email Marketing

Marketing Automation

Marketing Resource Management

Real-Time Interaction Management

Search Marketing Intelligence

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Project Management

Transcription

Professional Services

Customer Relationship Management (CRM)

Sales Gamification

Sales

Auto Repair

Car Rental

Equation Editors

Forestry

Insurance Agency Management

Vertical-Specific

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Mattersight Behavioral Routing has proven to be a valuable tool for call centers, enhancing efficiency, customer satisfaction, and employee satisfaction. Users have successfully implemented this technology to optimize the customer experience and increase sales conversion. By utilizing Mattersight's personality profiles, representatives are able to adapt their communication style based on the caller's preferences, leading to improved interactions and higher levels of customer satisfaction. Additionally, Mattersight's Predictive Behavioral Routing has been particularly effective in matching callers with sales representatives who are best equipped to explain the benefits of products and services, resulting in increased sales and revenue. The Retention queue has also benefited from the use of Mattersight PBR, as it has contributed to higher customer retention rates and overall revenue growth. Furthermore, users have observed a reduction in average handle time and are currently evaluating its impact on overall customer satisfaction scores. The objective of employing Mattersight PBR is to dynamically route inbound calls to agents who are most adept at handling them based on the caller's behavioral style.

Difficulty finding information: Some users have found it challenging to locate the necessary information about the hotel, indicating that the accessibility and organization of the information may need improvement. This can result in frustrations and inefficiencies for users.

Slow system loading: Several reviewers have mentioned that the system can take a while to load, which has caused frustration and consumed valuable time. This delay in loading times may impact user experience negatively.

Frequent password changes: Users have expressed frustration with having to change passwords frequently, indicating that the current password management process may be inconvenient. This could potentially lead to security risks if users resort to using easily guessable or repetitive passwords.

The former Mattersight Predictive Behavioral Routing was a solution to route inbound calls to agents best able to handle any particular kind of call. The product is no longer available for sale since NICE System's acquisition of Mattersight.

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Mattersight Predictive Behavioral Routing (discontinued)

Call Center Workforce Optimization

Likelihood to Recommend

Usability

5 Things to Consider Before Investing in Behavioral Routing

The Connection You've Been Missing - Mattersight PBR

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Queue

Vice President, Forecasting & Financial Excellence

Mattersight Predictive Behavioral Routing 2015-12-08 14:42:40

VP, Medical Operations and Customer Experience

Mattersight Predictive Behavioral Routing 2015-02-18 12:10:04

VP of Sales

Mattersight Predictive Behavioral Routing 2015-10-13 15:32:34

Calabrio ONE

Mattersight Predictive Behavioral Routing 2016-02-10 17:46:06

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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Different data

Data import

Multiple solutions

Depth reporting

New users

Data analytics

Ease of integration

Data reporting

Existing infrastructure

Reporting tool

Sales support

Overall experience

Support teams

Helps eliminate

Level reporting

Talk time

Home

Call Center Workforce Optimization Software

Mattersight PBR

We currently use Mattersight Predictive Behavioral Routing in our Retention (Loyalty) queue in our West Division to increase both revenue and RGU retention of customers. We are preparing to test PBR in our Sales group in the Central Division to improve close rate and revenue generation. Our objective is to increase our revenue stream through PBR. In addition, we have found operational efficiencies through reduced average handle time (AHT).

Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
Contains governors to minimize the impact on agents and customers during busy periods.
Ease of integration into our existing infrastructure.
Sales/support teams from Mattersight are fantastic.

The test scenario should have included all call types (including transfers).
PBR should be able to work simultaneously across different switches (because of the size of our organization, we may have to split a sales queue across two switches - while PBR can optimize within a switch, optimizing across switches is preferred).
Include agent personality identification and communication training with the rollout.

Reduced AHT.
Increased retained revenue.
Increased retained RGUs.

Avaya, Aspect EQ Workforce Optimization Suite, NICE Sales Performance Management

We are currently using Mattersight Behavioral Routing in our 150 person call center. We implemented this solution in order to increase efficiency, increase customer satisfaction and increase employee satisfaction. We also decided to use the personality profiles for coaching and to help our reps alter their communication based on the caller. All of our reps and leadership team have been through training with Mattersight.

Behavioral routing helps Priority Health match the caller with the rep most effective with that caller type creating a better overall experience.
Training and coaching helps eliminate "bad" talk time - silences, customer distress- making call more effective and efficient.
Reps appreciated the training- very insightful.
Mattersight team is fabulous! We've felt very supported throughout the length of the relationship.

Our business is very seasonal and routing is not as effective during peak call volumes.
This is more of a hint - Mattersight has multiple solutions and I wish I would've given more thought to what was implemented in what order.

Positive ROI
Still assessing customer satisfaction
Still assessing employee satisfaction

ISG deployed Mattersight Predictive Behavioral Routing to optimize the customer experience and increase the company's sales conversion. We offer customers home services nationwide. Selling home services requires a consultative sales approach as not all customers are created equal. Mattersight has helped ISG pair callers with sales representatives best equipped to effectively explain the benefits of the products and services we offer.

ISG could use more in depth reporting that is available on demand.

Decreased attrition.
Improved sales conversion.
Increased employee engagement.

Mattersight PBR is being used in our organization to help route inbound calls to agents who are best able to handle that type of call. The objective is that if the behavioral style of the caller and of the agent are complementary, then the quality of the interaction will be a good one. As a result, we have seen some reduction in our average handle time. We are also gauging the impact to our overall customer satisfaction scores.

Mattersight is every effective in working closely with their customers to ensure understanding of the process.
Mattersight provides high level reporting that shows the impact the system is having within the business.
When the calls are able to be routed, the reduction in handle time can be easily calculated.

Mattersight PBR does not necessarily provide detail down to the agent level.
The routing of calls cannot be done on every call because the system requires at least two agents to be available for it to effectively route the call.

We have seen a decrease in our overall average handle time.
We have experienced some agent dissatisfaction as the less effective agents may receive less calls while the more effective agents receive more calls.

Mattersight PBR
Formerly Nexidia Predictive Behavioral Routing

Overview

What is Mattersight PBR?