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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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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.
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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
- 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.
May 29, 2015
BA is the way!
- 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.
May 29, 2015
Automation at its Best
- 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
May 19, 2015
The New Frontier of Speech Analytics
- 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.
May 18, 2015
Mattersight Behavioral Analytics review
- 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.
May 15, 2015
Mattersight in Hospitality
- 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.
May 15, 2015
Supervisor, Quality
- It worked for me! Applying the Model helps improve communiations, experiences, interactions.
- I honestly don't have anything that I would have changed.
- Solid Training materials and staff.
- Continued support
- Accurate analytics
- Transferable skill sets
- Lower costs
- Updated videos from Hedges
- Updated model examples
May 15, 2015
Review of Mattersigh Behavioral Analytics
- 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.
May 15, 2015
Mattersight use in Collections
- 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
May 15, 2015
Driving THE RIGHT BEHAVIOR
- 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
May 13, 2015
Mattersight - Behaviors of Success
- 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.
May 12, 2015
Giving up coaching to metrics is a good thing.
- 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.
May 12, 2015
Experience with Mattersight Behavioral Analytics
- 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.