Mattersight Behavioral Analytics
August 07, 2015
Mattersight Behavioral Analytics
Score 8 out of 10
Vetted Review
Verified User
Modules Used
- Sales Effectiveness
- Customer Service
Overall Satisfaction with Mattersight Behavioral Analytics
Our customer service and sales departments leverage Mattersight Behavioral Analytics to identify coaching needs, improve consistency of performance and to measure quality results of the services we provide.
Pros
- Behavioral Analytics provides the ability to measure the level of engagement with our callers.
- Mattersight provides objective insights on how we can improve our results.
- Mattersight has strong predictive analytics capabilities.
Cons
- Some of their solutions require custom integration that can be challenging to implement.
- Some projects have taken longer to deliver than the expectations that were set at the beginning of the initiative.
- By focusing our coaching on the 3rd and 4th quartile performers, we have been able to reduce the variability of results across our sales organization. This has resulted in increased sales effectiveness.
- We have been able to reduce the non-interaction time within our service calls which increases our capacity.
- Behavioral Analytics allows the user to see a more holistic view across the organization (more forest, fewer trees)
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