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Mattersight PBR

Mattersight PBR
Formerly Nexidia Predictive Behavioral Routing

Overview

What is Mattersight PBR?

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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Learn from top reviewers

Mattersight PBR.. a different way of thinking of call routing

Rating: 8 out of 10
February 11, 2016
IncentivizedVetted ReviewVerified User
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 ...
Continue reading
Verified user
Executive
Mattersight Predictive Behavioral Routing (discontinued)1 year of experience

PBR Works in Retention

Rating: 8 out of 10
December 9, 2015
IncentivizedVetted ReviewVerified User
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 ar...
Continue reading
Brian Gillespie
Vice-President - Corporate
Vice President, Forecasting & Financial Excellence
Comcast
Mattersight Predictive Behavioral Routing (discontinued)1 year of experience

Knowing your callers- Mattersight can help

Rating: 8 out of 10
November 11, 2015
Vetted ReviewVerified User
We are currently using Mattersight Behavioral Routing in our 150 person call center. We implemented this solution in order to increase efficiency, increase customer satisfacti...
Continue reading
Kim Suarez
Executive - Customer Service
VP, Medical Operations and Customer Experience
Priority Health
Mattersight Predictive Behavioral Routing (discontinued)1 year of experience

Sales Center

Rating: 9 out of 10
October 15, 2015
Vetted ReviewVerified User
ISG deployed Mattersight Predictive Behavioral Routing to optimize the customer experience and increase the company's sales conversion. We offer customers home services nation...
Continue reading
Josh Slater
Executive - Sales
VP of Sales
Infinity Sales Group
Mattersight Predictive Behavioral Routing (discontinued)2 years of experience
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Pricing

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Mattersight PBR

Mattersight PBR

N/A
Unavailable

What is Mattersight PBR?

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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Mattersight PBR?

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.

Mattersight PBR Features

  • Supported: Easy Integration & Implementation – With no training needed and integrations to existing systems and hardware, using Mattersight’s Predictive Behavioral Routing is turnkey and painless
  • Supported: Performance-based Pricing – The price our enterprise clients pay is a function of the value we drive
  • Supported: Immediate and Measurable Results – With powerful behavioral algorithms and a propriety database of customer behavioral profiles, our clients can expect measurable outcomes the moment our solutions are switched on
  • Supported: Open APIs – Easily access data and securely share insights across the organization
  • Supported: Flexible Deployment Options – Private cloud, public cloud, hybrid, and on-premises options available
  • Supported: World-class Data & Security – ISO27001, HIPAA, PCI-DSS, SOC 2, AICPA, and Privacy Shield Framework

Mattersight PBR Integrations

Mattersight PBR Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUnited States
Supported LanguagesEnglish

Mattersight PBR Downloadables

Mattersight PBR Customer Size Distribution

Consumers0%
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

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!

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.

View all reviews
(1-4 of 4)

PBR Works in Retention

Rating: 8 out of 10
Incentivized
December 09, 2015
BG
Brian Gillespie
Vice President, Forecasting & Financial Excellence
Comcast (Media Production, 10,001+ employees)
Vetted Review
Verified User
Mattersight Predictive Behavioral Routing (discontinued)
1 year of experience
View profile
Use Cases and Deployment Scope
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).
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
Mattersight Predictive Behavioral Routing is best suited for sales type queues. It is more challenging (to cost justify) in care queues.
Return on Investment
  • Reduced AHT.
  • Increased retained revenue.
  • Increased retained RGUs.
Alternatives Considered
The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.
Other Software Used

Knowing your callers- Mattersight can help

Rating: 8 out of 10
November 11, 2015
KS
Kim Suarez
VP, Medical Operations and Customer Experience
Priority Health (Health, Wellness and Fitness, 501-1000 employees)
Vetted Review
Verified User
Mattersight Predictive Behavioral Routing (discontinued)
1 year of experience
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
I would recommend that anyone running a call center at least have a conversation with Mattersight. Things you need to think through:

  • Which solutions you implement in what order
  • Consideration to peak volumes
  • Culture issues - how you think about quality
  • Balance between efficiency and staff retention
  • Communication plan and change management
Return on Investment
  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction
Usability
8

Sales Center

Rating: 9 out of 10
October 15, 2015
JS
Josh Slater
VP of Sales
Infinity Sales Group (Telecommunications, 201-500 employees)
Vetted Review
Verified User
Mattersight Predictive Behavioral Routing (discontinued)
2 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Routing has helped reduce attrition.
Cons
  • ISG could use more in depth reporting that is available on demand.
Likelihood to Recommend
The core function of the center determines how the solution should be applied. ISG is primarily a sales organization which has much different KPIs than a customer service organization.
Return on Investment
  • Decreased attrition.
  • Improved sales conversion.
  • Increased employee engagement.

Mattersight PBR.. a different way of thinking of call routing

Rating: 8 out of 10
Incentivized
February 11, 2016
Verified User
Executive in Customer Service
Financial Services Company, 1001-5000 employees
Vetted Review
Verified User
Mattersight Predictive Behavioral Routing (discontinued)
1 year of experience
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.
Return on Investment
  • 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.
Other Software Used
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