Mattersight Behavioral Analytics review
May 18, 2015

Mattersight Behavioral Analytics review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Overall Satisfaction with Mattersight Behavioral Analytics

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