Item: Mattersight Behavioral Analytics (discontinued)
Rating: 10
Author: Brian Blazek, AINS, AIS, API, ITP

Overall Satisfaction with Mattersight Behavioral Analytics

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

Solid Training materials and staff.
Continued support
Accurate analytics
Transferable skill sets

Cons

Lower costs
Updated videos from Hedges
Updated model examples

Return on Investment

Better perspective of interaction predictor
Better understanding of golden rule

Likelihood to Recommend

Mattersight Behavioral Analytics works well as a coaching tool for managers. It would be nice to adapt to more departments, not just frontline customer facing teams.

Comments

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Mattersight gives perspective to more than just your callers.