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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

(1-6 of 6)
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Gina Del Sordo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
1000
Customer Service for all Business Units across the board including our Community and State which is specifically how I utilize the site, Learning and Development within our Training programs showing the New Hires to the company and or their role how it could help with their career within the company, Supervisors and Leadership utilize to help with coaching, tracking and trending.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Michael Shea | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
400
All team members do work in Collections. Most is used to analyze calls from team members who either take incoming calls or make outgoing calls. We have an internal audit team that listens to around 500 calls on a daily basis that involve calls that potentially have the most risk to the bank - TCPA, Bankruptcy, Fraud and Dispute, Cease and Desist, and Mini Miranda. We also have an internal team that analyzes calls to spot trends and works with Mattersight to update our language library. The management team uses reporting to spot trends and to identify specific coaching opportunities for individual team members.
WaDee'ah Crowder | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Customer experience is the major function our employees represent while using Mattersight Behavioral Analytics. There are other functions as well in our organization such as technology, Compliance, Quality control, etc.
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