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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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Pricing

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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

(1-2 of 2)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
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 understands how to use Behavioral Analytics as a great coaching tool to use with staff and a great customer service tool our staff can use with our customers.
  • 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.
  • 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.
I can't think of anything that would not benefit from Behavioral Analytics.
  • I know this system has helped with customer service which in return makes customers happier.
  • I know this system has helped a lot of team leads and supervisors effectively coach their staff better.
  • I know it has helped the QA department get through to agents better through coaching opportunities.
  • DISC
DISC was more of just breaking people into categories. BA goes beyond that and gives you more insight and brings a little humor with it. I taught DISC for 5 years and never seen a class retain the information as much as I have seen them retain the information from BA.
2000
The people that use the BA systems are the QA trainers to train the new staff and we also do quality monitors. PSRs use the system to review coaching notes and quality forms. Supervisors use BA to coach and keep track of quality scores. Managers and directors use the system to keep track of the production floor.
5
Quality and training along with Work Force Management work directly with Mattersight to maintain the system. It is kept in house for the most part because hardly anything goes wrong. The two departments reach out to Mattersight for changes to be made since are company is ever changing. As for skills needed to support the system all you need is general computer knowledge, which most people hired for a call center have.
  • Quality monitors
  • Customer Service training
  • Coaching training
  • Trending reports
  • As a trend tracker
  • A way to see what other sites are doing
  • A great way to see were training could be lacking
  • To see calls from beginning to end
  • Additional refresher courses for customer service
  • Onboarding team leads and supervisors for being able to coach effectively
  • Help QAs coach more efficiently
BA has been a great asset to our company. Everyone loves to get involved and tell their stories. It is nice when you see an agent on they floor, several months after their training, and they are still talking to you about stories and events that happened in their lives and how it relates to the BA model.
Yes
We did not have another product, but we did everything manually. We had created QA monitor scorecards from Excel and had to password protect them so agents could not change scores and sections. We also did nothing but email coaching, which was not very effective. This system has helped our company as a whole, quite a bit.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Vendor Reputation
  • Positive Sales Experience with the Vendor
  • Analyst Reports
  • Third-party Reviews
Price was a huge factor. We wanted a great tool, but because we are still growing and expanding we did not want to spend a great deal of money before we had the staff to train it too. Mattersight had great pricing and a very knowledgeable sales staff. Mattersight made everything seamless.
I don't think much would have changed except we would have been a little more prepared to give Mattersight a complete picture of what the company was looking at. Mattersight though has been great "coaching" us through the growing/challenging times. Mattersight is great and gives us no gruff when we are constantly having to change as our business grows.
  • Don't know
Yes
Yes the implementation was broken up in phases. First, the trainers were certified. Second the managers and supervisors were trained. Third, all the existing agents were trained. Lastly we trained all the new staff. We have done this at all of our hubs. We are still training PSRs every week and hopefully soon we will incorporate this into all departments.
  • Having the supervisors and mangers remember their training
  • Having staff remember to login to the system so their access was not revoked
  • Having staff remember their password they created from their PPI assessment
It was really nice to start slowly and train leadership and then slowly start implanting of BA to the staff. This helped with coaching and helped with new staff as they hit the floor. We found that this helped the staff relate and share stories to help with team dynamic. Great system.
  • In-person training
This was a great class. We learned so much about the program and our team through the on-site training provided by Mattersight. The trainers were very professional and playful at the same time. They really brought the training to life. The trainers were great at answering all questions and making sure we could train our staff in the same professional, yet fun, manner.
I love the roundtable meetings. This is a great way to come together with other companies that are also using the product. It is great to hear about how others train and hear some of their struggles and success stories, so we are able to make the best BA training out there.
The Quality tab was really easy to use. We did not have this tab yet when we first became certified. When the tab finally arrived, it was really easy to access and navigate through. It took maybe 15 minutes to walk through and then it took another 25 minutes to train the rest of our staff.
The software's configurability is something, that as a QA&T certified trainer do not mess with.
Mattersight gives great support. Every time I reach out to them I get a response within the hour, even if it is just to tell me that they will check into the issue. The staff always stays in contact and even after changes have been made or answers given they follow back up with you and make sure everything is going smoothly. The Mattersight team never makes you feel like you are burden and it feels that with every contact they grow a little more as well.
No
About 4 weeks ago, our company changed around the quality monitoring form. I reached out to Mattersight to advise them of the change and tried to find out if we could get the form changed and if so how long would it take. We advised that we would have to go back to Excel forms until the change was made. Within 30 minutes of that email, I received a response back about how we would like the form to look. The Mattersight staff only had the whole form complete, changed, and uploaded within 2 days. It was amazing.
  • Search function for finding agents
  • The heat map
  • The Quality Tab
  • Flters for finding calls
  • Finding the agent in the heat map because they did not take enough calls
  • Trying to find a call with screen capture
It is easy to use and navigate. When I need additional help the User guide is fabulous.
This is such a great product.
We have not had any issues with BA's availability. It is always up and running. The only issues we run into is staff not logging in everyday because they already have so many systems up as it is. Other than users, BA is great and is always there.
The pages load very quickly. The reports are nice. I wish I could understand a little more about what is on the reports and what all the sections mean, but once you remove the information that is not needed the reports are easy to filter through and read. I do wish that we would get Outlook notification for comments and monitors.
  • CareRadius
  • CRM
  • Outlook
This I am not to sure of. This is a back end Work force and IT question.
  • Outlook
Yes, as far as I know.
  • API (e.g. SOAP or REST)
The staff was very patient and knowledgeable. They helped answer all questions at the start and they still continue helping answer any questions or issues that come along in the development. We are now in talks for other products as well.
Mattersight is a great company and they are always available.
  • Desktop Analytics with help with call flow
  • Being able to search for calls through phone numbers
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Mattersight Behavioral Analytics is being used by our customer service reps to identify the personality styles of callers. This has helped reps to adapt their approach to the caller. They are able to recognize language clues. They can understand how their individual personality style affects their calls and relationships with co-workers. Our management staff reviews the data so that they can appropriately and effectively coach employees. Our training team utilizes Mattersight Behavioral Analytics to help supervisors fine tune the quality of their coaching so it is more effective. When used effectively, Mattersight reduces irate calls, multiple calls and improves overall customer satisfaction.
  • Mattersight BA provides excellent examples of language clues for personality styles.
  • They have interactive and entertaining exercises.
  • Mattersight BA has an easy-to-understand test for identifying your PPI results.
  • The PPI could be covered earlier in the sessions.
  • Enhance the training materials with new videos.
It is appropriate for service areas, but every department can benefit from a better understanding of personality styles. It would be helpful to have training materials for those who are not on the phone taking customer calls, but who do communicate with internal departments over the phone.
  • More efficient and meaningful coaching sessions
  • Improved customer service
  • Better interdepartmental relationships
  • Better supervisor-employee relationships
Verint will allow us to record and retrieve calls, however there is not an analysis or coaching component to it. The analysis must be completed by the auditor or supervisor.
  • Search for personality types
  • Service facilitation materials
  • The heat map
Overall, navigating in the system is easy.
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