Mattersight is more than Matter of Fact
May 29, 2015
Mattersight is more than Matter of Fact
Score 6 out of 10
Vetted Review
Verified User
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.