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Mattersight Predictive Behavioral Routing automatically routes calls by using advanced algorithms that predict the best available agent to handle each specific caller based upon performance, personal strengths, previous interaction history and behavioral characteristics such as personality and communication style. This offering requires no changes to existing personnel or processes and integrates easily with market-leading telephony and routing systems, responding within milliseconds with a rank-ordered list of the best available agents for each specific call based on this robust predictive pairing analysis.https://dudodiprj2sv7.cloudfront.net/product-logos/CW/Pj/H8RVT0083M1L.JPEGPBR Works in RetentionWe 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.,8,Reduced AHT. Increased retained revenue. Increased retained RGUs.,,Avaya, Aspect EQ Workforce Optimization Suite, NICE Sales Performance ManagementKnowing your callers- Mattersight can helpWe 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.,8,Positive ROI Still assessing customer satisfaction Still assessing employee satisfaction,8Sales CenterISG 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.,Routing has helped reduce attrition.,ISG could use more in depth reporting that is available on demand.,9,Decreased attrition. Improved sales conversion. Increased employee engagement.Mattersight PBR.. a different way of thinking of call routingMattersight 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.,8,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.,Calabrio One
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Mattersight Predictive Behavioral Routing
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Score 8.0 out of 101
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Mattersight Predictive Behavioral Routing Reviews

Mattersight Predictive Behavioral Routing
7 Ratings
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Score 8.0 out of 101
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Brian Gillespie profile photo
December 09, 2015

Mattersight Predictive Behavioral Routing Review: "PBR Works in Retention"

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Mattersight Predictive Behavioral Routing is best suited for sales type queues. It is more challenging (to cost justify) in care queues.
Read Brian Gillespie's full review
Kim Suarez profile photo
November 11, 2015

Mattersight Predictive Behavioral Routing Review: "Knowing your callers- Mattersight can help"

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
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
Read Kim Suarez's full review
Josh Slater profile photo
October 15, 2015

Mattersight Predictive Behavioral Routing Review: "Sales Center"

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • Routing has helped reduce attrition.
  • ISG could use more in depth reporting that is available on demand.
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.
Read Josh Slater's full review
No photo available
February 11, 2016

Mattersight Predictive Behavioral Routing Review: "Mattersight PBR.. a different way of thinking of call routing"

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
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.
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Mattersight Predictive Behavioral Routing Scorecard Summary

About Mattersight Predictive Behavioral Routing

Mattersight’s Predictive Behavioral Routing aims to help enterprise clients have impactful conversations with their customers, by utilizing the industry's largest database of customer behavioral profiles, advanced analytics, and machine learning. According to teh vendor, the result is sustained improvement in conversation outcomes for any type of contact center—and a measurable impact on their bottom line.

Enterprises with 500+ contact center agents use Mattersight to:
Enhance Conversations – Support more productive and positive conversations with your customers
Supercharge Business Results – Realize measurable revenue growth or cost reduction with performance-based pricing
Improve Agent Performance – Reduce unwanted turnover while realizing contact center performance improvements

Industries Where Mattersight Predictive Behavioral Routing Sees Success:
•Telco
•Media
•Healthcare
•Financial Services
•Retail
•Insurance
•Hospitality
•Technology
•Education

Mattersight Predictive Behavioral Routing Features

Has featureEasy Integration & Implementation – With no training needed and integrations to existing systems and hardware, using Mattersight’s Predictive Behavioral Routing is turnkey and painless
Has featurePerformance-based Pricing – The price our enterprise clients pay is a function of the value we drive
Has featureImmediate 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
Has featureOpen APIs – Easily access data and securely share insights across the organization
Has featureFlexible Deployment Options – Private cloud, public cloud, hybrid, and on-premises options available
Has featureWorld-class Data & Security – ISO27001, HIPAA, PCI-DSS, SOC 2, AICPA, and Privacy Shield Framework

Mattersight Predictive Behavioral Routing Downloadables

Mattersight Predictive Behavioral Routing Integrations

NICE inContact, Cisco, Genesys, Verint, Aspect, Fonality, Amazon Connect

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?No

Calculate the Impact of Predictive Behavioral Routing on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

Mattersight Predictive Behavioral Routing Customer Size Distribution

Consumers
%
Small Businesses (1-50 employees)
%
Mid-Size Companies (51-500 employees)
%
Enterprises (> 500 employees)Enterprises (> 500 employees)
100%

Mattersight Predictive Behavioral Routing Support Options

 Free VersionPaid Version
Phone
Email
Dedicated support team (managed service)
Release Notes

Mattersight Predictive Behavioral Routing Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:United States
Supported Languages: English