Item: Mattersight Behavioral Analytics (discontinued)
Rating: 7
Author: Verified User

Overall Satisfaction with Mattersight Behavioral Analytics

Use Cases and Deployment Scope

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

Pros and Cons

Pros

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

Cons

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.

Return on Investment

Increased rep efficiency
Better customer service
Efficiently identify and coach rep outliers

Alternatives Considered

No other products have been used or evaluated by me personally

The product itself is fully functional, easy to use, and easy to manage. It is easy to pull reports and the reports directly from Mattersight are for the most part timely. However, make sure your voice engineers will have good rapport with the Mattersight engineers and whatever is necessary so all parties can work together to make sure recordings issues are minimal. Lack of call recordings and missing screen capture issues take up too much time and make the analyst's job that much more challenging. Having to scrub and filter garbage data creates a lot of headache.

Comments

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Mattersight Behavioral Analytics review

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