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Mattersight Behavioral Analytics is a powerful tool that provides valuable insights into customer and team member behaviors. Users across …
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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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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- Integrations
- Tech 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
- Amazon Connect
- NICE inContact
- Cisco
- Genesys
- Verint
- Fonality
Mattersight Behavioral Analytics (discontinued) Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | United States |
| Supported Languages | English |
Mattersight Behavioral Analytics (discontinued) Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 0% |
| Mid-Size Companies (51-500 employees) | 0% |
| Enterprises (more than 500 employees) | 100% |
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(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!
- Business Problems Solved
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
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April 01, 2022
Good Analytics Capabilities, Value for Money.
Nexidia has been used within our company for speech analytics. It also helped us to identify words and analyze audio patterns to detect emotions and stress in a caller's voice.
February 25, 2022
Feel free to read!
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, it’s perfect for busy days.
If you deal with escalated customers, Behavioral Analytics in a must have for your customer service representatives.
May 26, 2016
A Fun, Easy to use and informative site for all!
The Mattersight Behavioral Analytics website is truly one of my favorite to use and teach. Currently it's used not only for showing the different styles of personalities we encounter every day, but it helps by recording the representatives' calls and documenting both coaching from supervisors as well as reps. This is something that has been utilized across our department and across the organization also. It helps address the business problem of showing the representatives how they can best assist the members and hear how they sound. Being able to understand how your personality can impact others is a huge advantage within the customer service role no matter what department. Being able to cater to the member directly for their needs also is fantastic!
May 24, 2016
Making a difference through BA
We use Mattersight Behavioral Analytics (BA) for our inbound and out bound customer service reps. Our QA department uses BA for conducting our QA audits daily; these audits are shared with our floor supervisor and sometimes management. Supervisors and team leads are also completing call audits on a weekly basis. We are now able to compare patient service representatives' performances with their peers as well as with our other call centers.
May 23, 2016
BA Saves the Day!
UnitedHealth Group-Optum Global Solutions (UHG-OGS) firmly believes that a customized service is very much needed to help people live healthier lives. Thus, Behavioral Analytics (BA) comes into play. This program greatly helps provider services in terms of meeting customer satisfaction and issue resolution. BA fully aids the agents, supervisors, trainers, and managers to deliver outstanding service through effective and personalized responses designed for every personality style.
May 19, 2016
Personality Matters
The Mattersight Behavioral Analytics is taught to every employee in our company. This insightful material identifies valuable ways for our employees to recognize their own preferred ways of communication. It also provides a deep understanding of how to interact with their peers, their managers and our clients. The knowledge the employees gain from these trainings can also provide insight and benefits in their personal relationships as well. I have found the impact to be incredibly positive, it has improved communication across the entire company.
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.
May 18, 2016
BA all the Way!
Mattersight is used by my organization as a tool to assist our agents with recognizing their own communication preferences, as well as our customer’s so we know how best to connect with them. It has helped improve our survey scores and overall customer satisfaction. Understanding someone is the first step in connecting with them and the Behavioral Analytics Portal assists our organization with achieving this goal.
Mattersight Behavioral Analytics is such an excellent tool which helps the business reach its goals. Understanding the different customer personalities enables us to provide OUTSTANDING customer service!
The Behavioral Analytics program is used in the United Healthcare Consumer Services division as a way to help agents understand personality styles of their callers and of themselves in an effort to make the consumer services experience a positive interaction with our agents. It is our goal to decrease member effort and to leave the consumer with a sense of delight when they leave the call.
May 17, 2016
Mattersight Behavioral Analytics Review
Mattersight Behavioral Analytics is used to help our Customer Advocates(CAs) provide excellent concierge customer service by recognizing key language clues that our customers use when calling in to get information on their policies. By recognizing these language clues, our CAs are able communicate to our members in a way that helps meet the psychological needs of our customers, decreases customer stress on the call and resolves the customer's issues.
September 30, 2015
Enhances Customer Experience
We are a collections department and we use Mattersight Behavioral Analytics to supply us 100% call recording and to perform linguistic analysis to identify customer and team member behaviors. Mattersight analyzes calls and provides us information from the call. Just some of the information we can determine on a call are positive comments, caller distress, compliance events, and acknowledgement statements. We can also verify demographics. There are a lot more metrics that they provide us and create reporting that will allow us to identify coaching opportunties and reinforcements for our team members. We use Mattersight to address team member behaviors. This really gives us an opportunity to filter and select calls that will give us the opportunity to coach our team members on providing the best customer experience for our customers.
August 19, 2015
Mattersight Review
It is currently being used by most of the organanization that involves contact with our customers in a call based capacity. It allow us to focus on the behaviors that we are striving for as a company.
August 07, 2015
Mattersight Behavioral Analytics
Our customer service and sales departments leverage Mattersight Behavioral Analytics to identify coaching needs, improve consistency of performance and to measure quality results of the services we provide.
August 07, 2015
Sales & Customer Service Trainer
We use Mattersight Behavioral Analytics extensively in our Sales and Service Departments to improve communication by decreasing distress, and tailoring our language to the person we are communicating with. It is currently only used in Sales and Service. It helps address miscommunication, escalated calls, and helps in using the right language per individual making them more open to opportunities.
August 04, 2015
A great place to start
We are using the recording, analytics and coaching features throughout our organization. The product allows us to target specific representative behaviors for coaching.
August 04, 2015
Connection with customers is the key to success
Mattersight Behavioral Analytics is being used for call recording and agent monitoring.
Mattersight is being used widely in our customer service areas. It is used to do our quality, for coaching for the reps as well as for backing up and recording the incoming calls from customers. It addresses the issues of finding different things we need to look for in calls without having to listen to hundreds of calls to find examples we need. In addition it gives us a picture of when reps are having struggles by identifying Non-Interaction Time (NI) .
June 13, 2015
Mattersight review
Mattersight Behavioral Analytics is being used by multiple departments within the organization. It allows users to quickly identify targeted coaching opportunities within calls and has multiple enhanced search features. The reporting that is available has helped us identify trends in calls as well as address outliers in our coaching efforts.
June 01, 2015
Mattersight gives us sight into what matters
Mattersight is used by our entire organization of frontline agents. It is used by our sales departments, customer service departments and speciality service departments. It is used for call recording purposes as well as personality matching and coaching. It addresses the issues of coaching to individual performance while identifying key metrics which support overall growth and development of the organization. The truth is, Mattersight is an amazing tool. To be able to locate calls which demonstrate specific behaviors which are being coached to in an easy, efficient and predictable manner is priceless. Plus being able to correlate these behaviors to specific personality traits and being trained on how to coach to those personality traits, well that is incredibly useful. Mattersight is in my opinion the best behavioral analytics tool on the market. It's a complete package.
May 29, 2015
Coaching the Right Way
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.
May 29, 2015
We finally have analytics software!
We are currently piloting this software on a test group of agents in our call center. It is currently analyzing non interactive time, compliance with two partner offers our agents do on their calls and measuring engagement on the calls. The results confirm that we book more reservations when engagement is occurring on the calls and our partnership compliance is increasing.
May 29, 2015
Mattersight Behavioral Analytics
Mattersight Behavioral Analytics is being used across the whole organization. Right now our focus with Mattersight is to help coach and develop employees in addition to improving interactions with our customers to ensure the best customer experience. This tool provides the management team with data to help identify employee trends in behaviors as well as "the best approach" when coaching thier employees to change behaviors. It is a excellent tool when used regularly.
Mattersight Behavioral Analytics is used in our customer service area to drive better agent performance by improving visibility of KPIs and helping agents identify guest personality profiles. The well organized and insightful dashboard allows us to quickly identify areas of opportunity, resulting in more targeted coaching. No longer must we search through a large number of calls to find that coachable opportunity. Mattersight serves them up by category allowing for a more efficient and beneficial coaching session.