Mattersight Behavioral Analytics
May 29, 2015

Mattersight Behavioral Analytics

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

Overall Satisfaction with Mattersight Behavioral Analytics

Mattersight Behavioral Analytics is being used across the whole organization. Right now our focus with Mattersight is to help coach and develop employees in addition to improving interactions with our customers to ensure the best customer experience. This tool provides the management team with data to help identify employee trends in behaviors as well as "the best approach" when coaching thier employees to change behaviors. It is a excellent tool when used regularly.
  • Their call recording and language analysis is the greatest feature for myself. I love that it captures certain events based on language and paints each event. This makes it so much easier to identify trends.
  • The point of contacts and trainers from Mattersight have been so supportive and accommodating to the specific needs of our organization. They know their stuff and have made the use of this tool easy.
  • Call recording feature does not capture all events of the call. When there is 3rd party dialogue (conference calls), the tool does not capture this event and is silent. This is difficult for our quality team to monitor these interactions with customers to ensure a good experience and to measure if employees are within compliance.
  • Notifications. When coaching sessions are initatiated via the Mattersight tool, notifications are only available within the tool. I would like to see notifications being sent to a desired email since most employees do not log into the tool regularly.
  • It's important to understand that when an organization is moving into new initiatives, that the management team is fully supporting the initiatives. Communication is key and setting expectations for the management team that translates to employees will ensure success
There are certain departments within the organization that do not use it because they don't interact with customers. But I feel like everyone could benefit from this tool. A key question to ask in thie selection process would be "Here are our areas of operation, how can Mattersight support each of these groups based on their responsibilities?"