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Mattersight Behavioral Analytics (discontinued)

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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Recent Reviews

TrustRadius Insights

Mattersight Behavioral Analytics is a powerful tool that provides valuable insights into customer and team member behaviors. Users across …
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10 out of 10
February 25, 2022
Incentivized
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, …
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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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Product 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

Mattersight Behavioral Analytics (discontinued) Technical Details

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

Mattersight Behavioral Analytics (discontinued) 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 and Ratings

(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!

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

(26-39 of 39)
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Score 6 out of 10
Vetted Review
Verified User
Incentivized
We are currently using Mattersight in two separate areas of our hospitality business. Our guest experience department utilizes the analytics to review non interaction time with our callers as well as the predictive CSAT data to ensure great customer service is being given. We are also testing it right now in our revenue departments for non interaction time, engagement levels and some partnership compliance areas.
  • It's a great tool for our at home population as they can listen to their calls virtually without having to dial into a webex etc.
  • The Mattersight team is outstanding in terms of providing proper support.
  • Our industry needs analytics like this to dig deeper and make the necessary changes to our culture.
  • I would've liked to have had screens with the voice calls during our pilot, seems more realistic.
  • Timing with Mattersight can sometimes be slow to progress with the coding and things we wanted based on our business needs.
  • They need more experience into virtual workforce to better customize their tool.
During the selection process, you should always ask about the training times especially during peak seasons. Also, determining whether or not their training materials can be taken to a virtual workforce in the portal is critical to the overall success.
May 29, 2015

BA is the way!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
The program is used specifically for our customer service department. We use it to have a deeper connection with our clients and for them to have a better trust relationship with us. Not only that but our leadership also learns the materials so they can have a better working relationship with the agents.
  • Ability to relate: the way the program relates to other people is a really good aspect. Relating a reflections person to Albert Einstein, and emotions person to Princess Diana, and actions person to James Bond. This gives the person another view of themselves, which i think is very beneficial.
  • Including Hedges: the videos that show Hedges, are really great. The man is hilarious, he is able to break the information down that specifically relates to the person, and is very down to earth.
  • The specifics of styles: with the amount of information about each personality type, I think it keeps the people extremely interested as well as eager to learn more about the next type. For example: identifying the type of personality the person has, and explaining what best speaks to that person.
  • I really don't have any complaints about the behavioral analytics model.
I am a huge advocate for this program, I don't see why any corporation, company or anybody would not have a purpose for this. I feel that understanding the personality types encourages performance enhancement; regardless if you're talking to a stranger, a family member, employee or employer.
WaDee'ah Crowder | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Mattersight Behavioral Analytics is currently being used across the Allstate organization in various departments. It helps automate coaching opportunities and reinforcements to our front line leaders. It is also provides reporting on internal metrics to help improve customer experience.
  • Help identify coaching opportunities through linguistics and analytics on a particular call
  • Provide helpful tips on coaching to specific personality types and how to approach properly
  • Provide reporting that can be used to increase customer experience through heatmaps and ad hoc reporting
  • Technical issues with the portal such as call recordings
  • Minimal functionality issues that rarely occurs
How often do your representatives take calls that require coaching? Behavioral Analytics is mainly a coaching tool to improve the organization in specific areas. There are so many different variables to consider based on the type of calls to take. However, you are able to customize metrics based on the calls being taken.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Mattersight is used in out contact center by "agents" who work with our students on the front end of Admissions. The focus of the product use has been to improve the ability of our "agents" to work and connect with students and to use the tools for performance management.
  • The Communications behavioral model typology is an excellent model to help employees understand and improve how they communicate to others including customers, colleagues and in their personal affairs.
  • The tools in the portal have improved the efficiency of how we do performance management.
  • Mattersight's training materials and training support are excellent. Probably the best I have ever seen from a vendor.
  • Quality people on their end working with us during implementation and post implementation support.
  • The linguistics technology and the use of call recording has provided us much greater options than our previous call recording technology.
  • Transactional system reporting. Limited/no ability for us to design our own reports, we must work through Mattersight's resources for the creation of new reports.
  • Portal can be a bit clumsy with minor glitches. Seems like the technology is a little older for portal technology.
  • Ability to modify and make changes in the portal. Most modifications need to wait until a portal upgrade which is done 3-4 times a year. Do to a regularly changing business environment we would like to see greater flexibility. Any modifications whether configuration to fields or customization has to be done by them.
  • Administration tab in portal is decent but anytime we have major changes in employee management hierarchies it is very manually intensive to make changes. Fine for one off changes but if you have a higher level management change, profile information for each employee under that manager has to be changed as well.
One of the keys to a successful implementation is to make sure you get detailed business requirements on the front end. Take the time to do this right and don't rush it. The network technology is also important as it works with other technology. Our initial implementation was good but we ran into some problems when some of our other technology in our network changed post implementation. Examples of this include us transitioning from Cisco hard phones to laptop softphones and some challenges with us moving to utilizing more remote employees working from home. Always ask the question who else, where else, what else, and how else.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Call recording and Desktop analytics
  • Metric reporting
  • Behavioral trends
  • Used across the organization
  • Used to identify behavioral issues, quality assurance, etc. that may improve or detract from a positive customer experience
  • Flexibility - Able to customize reports ad hoc
  • User-friendly. Most menus are easy to use, intuitive
  • Analysts are able to run most custom metrics reports quickly rather than waiting for a report from Mattersight
  • User management could be improved - Bulk updating of users profiles could be more efficient. Only a few attributes are able to be changed on a bulk update
  • Would be nice to see if the calls are analyzed or unanalyzed on the main portal search results page
  • A help page for end users within the portal would be nice - one that explains how to search calls, etc. So basically more end user support within the portal.
The product itself is fully functional, easy to use, and easy to manage. It is easy to pull reports and the reports directly from Mattersight are for the most part timely. However, make sure your voice engineers will have good rapport with the Mattersight engineers and whatever is necessary so all parties can work together to make sure recordings issues are minimal. Lack of call recordings and missing screen capture issues take up too much time and make the analyst's job that much more challenging. Having to scrub and filter garbage data creates a lot of headache.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We currently use this as a coaching tool for our team of Guest Assistance Specialists. It provides a visual and auditory frame of reference to improve guest interactions in situations that are often escalated. It is in the process of being rolled out to the Customer Service and Reservations departments as well.
  • It provides a tool that can be accessed by the specialist level agent and management to provide two-way communication.
  • It breaks down the call into coachable categories, such as NI time.
  • It uses the six behavioral styles to provide a frame of reference to the call and caller; allowing for a set of defined methods to assist with the call.
  • I would like to see more options available for "bulk" updates to users.
  • I would like to see an actual "agent screen view" option.
I believe this system works well in the call center environment where there are several personality styles represented and calling in. It also works well in an environment that is not solely driven by AHT and allows the agent to utilize the personality information.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
In my new role, I am no longer directly involved with Mattersight Behavioral Analystics. While in my previous role in Learning & Development I traveled and taught BA. We trained employees to leverage in their interactions with customers. It was rolled out to certain employees across the company. It helps improve customer interactions.
  • It worked for me! Applying the Model helps improve communiations, experiences, interactions.
  • I honestly don't have anything that I would have changed.
It is well suited for my job and my personal life.
Brian Blazek, AINS, AIS, API, ITP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is being used as a coaching tool and call routing predictor. It is used by sales and service. It addresses the lack of visual feedback when communicating only through audio mediums.
  • Solid Training materials and staff.
  • Continued support
  • Accurate analytics
  • Transferable skill sets
  • Lower costs
  • Updated videos from Hedges
  • Updated model examples
Mattersight Behavioral Analytics works well as a coaching tool for managers. It would be nice to adapt to more departments, not just frontline customer facing teams.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use this software primarily in our customer service department. We have claims agents that assist with phone volume who would be included in the Mattersight system as well. We use their product to help report on agent performance, listen to recorded calls, and see how our business is performing with handling customer calls. It helps narrow down trends with agent behaviors with call handling. Examples would be frequency of transferring of calls, tracking repeat customers calling us, frequency of participants from specific clients that call, etc. Overall the BA system captures a significant amount of useful data.
  • Mattersight is designed to record 100% of inbound and outbound calls to the company.
  • Helps identify "personality types" particular to specific callers. In other words, the system has a way of identifying a specific caller's word choice and categorizing the caller in to one out of 8 specific personality types.
  • They capture a lot of data which can provide helpful reporting on call volume which can help steer the business.
  • Reporting and functionality isn't always consistent. This could be due to compatibility issues with the functionality of the software our company utilizes and what their system is recognizing.
  • Help the our team come up with more specific actions we can take to improve our performance.
  • Although we have had the same liaison for the past year or more, we have had 3-4 changes of account managers over the 8 years we have been using the system. I think we currently have the best person for the relationship.
If 100% accuracy is required from the vendor of choice, I would be less likely to recommend Mattersight.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Mattersight is used to record and analyze collection calls. Speech analytics are used to identify events during the call which managers can then use to coach team members. This also allows identification of compliance events.
  • Speech analytics are excellent
  • Reporting on call events
  • Coaching in the portal
  • Video capture can be challenging to implement
  • Cost to implement could be prohibitive
There is so much that can be accomplished with Mattersight. It is very flexible and only takes your imagination and pocketbook to implement.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Behavioral Analytics is used for coaching, first call resolution measure, driving increased sales and positive customer experience as well as improvement in efficiency. It helps our leaders identify trends in behaviors that impact customer experience. With BA we are able to identify and improve customer irritants (process and soft skills) in order to reduce customer effort and eliminate unnecessary call backs.
  • Identifies customers and end users personality type
  • Great tool to measure non-interaction on calls (silence and holds) to improve efficiency
  • Good measure of First Call Resolution
  • Great tool for coaching to soft skills
  • Faster performance (Tool can be slow at times)
  • Easier user management
  • More customization for the end user
It's a great tool for coaching personality types and understanding how to interact with them is a great benefit of Mattersight Behavioral Analytics.

How will the tool benefit my organization? What can you measure with the tool? Make sure proper info-structure is there to support call recordings. How many employees should support the tool in my organization? How soon we will see the results?
Benjamin DeBlasio | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Mattersight is being used to coach Sales agents in addition to assisting sales agents address customers. This ensures that coaching sessions are optimized and improves the efficiency and effectiveness of such coaching. In addition, the sales agents are more likely to sell to consumers that like them.
  • Mattersight is able to break down call behaviors in a way that our sales metrics don't.
  • Mattersight paints a clear picture, through the heatmap, on which behaviors stand out as outliers.
  • Mattersight allows me to easily search for calls that have either strengths or opportunities based on the our area of focus.
  • Mattersight makes it easy for agents to review calls and any coaching notes that I have entered, in addition to allowing agents to review their own calls and enter their own coaching.
  • Mattersight affords me to drill down on metrics for all my agents.
  • Mattersight could be more user 'inviting'. I feel my agents would be more apt to embrace it with a more inviting look and feel.
  • Mattersight could send out Personality tips and updates to users to keep these ideas fresh.
I believe that behavior models and speech analytics can be tailored to any call center environment. When used to support the company's culture and mission, Mattersight assists in being a cohesive element.
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Mattersight Behavior Analytics is being used across all departments. It gave us the opportunity to focus our coaching on behaviors that can improve our numbers instead of just telling reps "get your stats up". It's a good coaching platform. Everyone is now focused on the same issues and when people change teams, the focus is the same. [There is a] consistent message throughout the company.
  • It gives us real targets to aim at.
  • It helps new supervisors understand what is important and what to coach to.
  • Excellent portal design that makes it easy to find examples of behaviors to use in coaching. Far exceeding the functionality of Calabrio where we had hunt to for valid call examples.
  • We are an organization that is used to hearing every conversation on every call. Through a combination of Mattersight issues as well as Esurance reluctance to put the right infrastructure in place to capture all calls, we don't have the same level of confidence from the organization that every call that should be captured is captured.
  • We expect a high level of urgency for outage handling...even for one rep. Mattersight has gotten better but still not to my satisfaction.
  • We, more often than not, report lost calls and outages to Mattersight and not vice versa. This, I would think, would be embarrassing to them that they don't have systems in place to proactively recognize these issues and report back to us. I have no idea how many reps calls we've lost until we have to search for them in a claims issue and find out its not there. Not impressive.
I love that Mattersight gives us coaching focus and a wonderful platform for that.
Jeremy Hartranft | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Mattersight Behavioral Analytics is primarily being used within our Admissions and Enrollment Support department. We utilize the Mattersight system to help provide insight into the interactions between our students and our representatives. The system helps determine the communication styles of our representatives and the data analysis provided by Mattersight gives us a view into how well our representatives communicate with other styles, allowing us to pinpoint training opportunities that will help us ensure that we are always providing the highest level of customer service possible.
  • Provide exceptional training to the general population and additional training to a company's personnel designated to be 'Certified Trainers'.
  • Customer service is excellent. They often have gone out of their way to try to accommodate our needs, especially the training staff.
  • Analyzing the communication styles - knowing the styles of our colleagues as well as our students provides great insight!
  • Portal upgrades typically only happen 2-3 times a year, meaning if a change in functionality is needed quickly (ie - change in gov't regulations) it may not be able to accommodate.
  • Have had numerous problems capturing all of the calls within our Cisco environment.
It is really best suited for call center environments or those similar as the services provided revolve around capturing conversations and analyzing their effectiveness around various metrics while determining the communication styles of those involved in the conversation. Most of the value provided by Mattersight revolves around call center technology.
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