Mattersight is more than Matter of Fact
Anonymous | TrustRadius Reviewer
May 29, 2015

Mattersight is more than Matter of Fact

Score 6 out of 10
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Verified User
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Overall Satisfaction with Mattersight Behavioral Analytics

We are currently using Mattersight in two separate areas of our hospitality business. Our guest experience department utilizes the analytics to review non interaction time with our callers as well as the predictive CSAT data to ensure great customer service is being given. We are also testing it right now in our revenue departments for non interaction time, engagement levels and some partnership compliance areas.
  • It's a great tool for our at home population as they can listen to their calls virtually without having to dial into a webex etc.
  • The Mattersight team is outstanding in terms of providing proper support.
  • Our industry needs analytics like this to dig deeper and make the necessary changes to our culture.
  • I would've liked to have had screens with the voice calls during our pilot, seems more realistic.
  • Timing with Mattersight can sometimes be slow to progress with the coding and things we wanted based on our business needs.
  • They need more experience into virtual workforce to better customize their tool.
  • Less non interaction time with our callers.
  • Improved customer satisfaction with our guest experiences.
  • Engaged agents who are more likely to be proactive with their own service skills.
  • More team members open to learning about customer behavior types as well as their own.
We have used Qfiniti for our recording of calls in the last 7 years. Qfiniti has been a disappointment due to the space and PCI.
Mattersight seems a bit lengthy in terms of their overall training program but our agents are engaged. We believe that most agents want more training and when we have the capacity from the operation to do so, we should always use that time on them. It's an investment and we should continue to invest in products that will enhance our experience at all levels of the organization.
We have seen the benefits on our Guest Experience side of the business. Our customer satisfaction scores were predicted to increase and they have. We are just starting our pilot on the revenue side and will be able to share more details in the next 90 days.
During the selection process, you should always ask about the training times especially during peak seasons. Also, determining whether or not their training materials can be taken to a virtual workforce in the portal is critical to the overall success.