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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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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
(26-39 of 39)Companies can't remove reviews or game the system. Here's why
May 29, 2015
Mattersight is more than Matter of Fact
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.
May 29, 2015
BA is the way!
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.
May 29, 2015
Automation at its Best
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.
May 19, 2015
The New Frontier of Speech Analytics
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.
May 18, 2015
Mattersight Behavioral Analytics review
- 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
May 15, 2015
Mattersight in Hospitality
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.
May 15, 2015
Supervisor, Quality
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 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.
May 15, 2015
Review of Mattersigh Behavioral Analytics
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.
May 15, 2015
Mattersight use in Collections
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.
May 15, 2015
Driving THE RIGHT BEHAVIOR
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.
May 13, 2015
Mattersight - Behaviors of Success
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.
May 12, 2015
Giving up coaching to metrics is a good thing.
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.
May 12, 2015
Experience with Mattersight Behavioral Analytics
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.