Mattersight review
Updated June 13, 2015

Mattersight review

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with Mattersight Behavioral Analytics

Mattersight Behavioral Analytics is being used by multiple departments within the organization. It allows users to quickly identify targeted coaching opportunities within calls and has multiple enhanced search features. The reporting that is available has helped us identify trends in calls as well as address outliers in our coaching efforts.

Pros

  • Easy-to-use portal that helps users locate and review pertinent coaching opportunities.
  • UI that is tailored to the company and displays key points within a call. This eliminates the need to listen to the entire call when looking for something specific (caller distress, rep empathy, etc.).
  • Solid training that explains the Mattersight model and how to interact with different personality profiles.

Cons

  • Call routing based on personality doesn't seem to jive with our particular set-up.
  • We've had situations where calls are not recorded.
  • Linguistics are not always "painted" correctly in the portal.
  • Consistent coaching
  • Improved efficiency for both coaches and front-line users
  • Quicker, actionable data to coach with
  • Calabrio
The version of Calabrio that we were using strictly recorded calls - It did not offer nearly as many options as what is available in Mattersight. Mattersight allowed us to implement a consistent approach to customer interactions. In addition, searching for calls, and specific points within the calls, is much more efficient with Mattersight.
My recommendation would vary based on the size of the potentially interested company and the nature of their business. Smaller companies will benefit less with this tool because those companies can typically train their workforce in a more consistent manner. However, once companies expand to multiple locations, it may be more beneficial to have a single approach to customer interactions and one portal that everyone works out of. Sales and Customer Service seem to be the main beneficiaries of this type of tool.

Comments

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