Experience with Mattersight Behavioral Analytics
May 12, 2015

Experience with Mattersight Behavioral Analytics

Jeremy Hartranft | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction 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.
  • 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.
  • Better customer service
  • Pinpoint training needs of groups and individuals
  • Increased efficiency of managers when observing calls
It is really best suited for call center environments or those similar as the services provided revolve around capturing conversations and analyzing their effectiveness around various metrics while determining the communication styles of those involved in the conversation. Most of the value provided by Mattersight revolves around call center technology.