Mattersight gives perspective to more than just your callers.
Brian Blazek, AINS, AIS, API, ITP | TrustRadius Reviewer
May 15, 2015

Mattersight gives perspective to more than just your callers.

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Mattersight Behavioral Analytics

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.
  • Solid Training materials and staff.
  • Continued support
  • Accurate analytics
  • Transferable skill sets
  • Lower costs
  • Updated videos from Hedges
  • Updated model examples
  • Better perspective of interaction predictor
  • Better understanding of golden rule
Mostly positive. Would like to have continued training modules built.
Getting there. Still some resistance due to compensation plan.
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.