Eleveo vs. Mattersight Predictive Behavioral Routing (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Eleveo
Score 10.0 out of 10
N/A
Eleveo (formerly ZOOM International) solutions protect a business by recording contact center interactions like service requests, outbound sales, financial or healthcare transactions, providing solutions for privacy and regulatory requirements, and by capturing customer experience. Eleveo provides 100% global recording coverage in the cloud, on-premise, or in hybrid architecture with a fully Native Cloud WFO suite.N/A
Mattersight PBR
Score 6.0 out of 10
Enterprise companies (1,001+ employees)
The former Mattersight Predictive Behavioral Routing was a solution to route inbound calls to agents best able to handle any particular kind of call. The product is no longer available for sale since NICE System's acquisition of Mattersight.N/A
Pricing
EleveoMattersight Predictive Behavioral Routing (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
EleveoMattersight PBR
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
EleveoMattersight Predictive Behavioral Routing (discontinued)
User Ratings
EleveoMattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend
8.4
(0 ratings)
7.6
(0 ratings)
Usability
-
(0 ratings)
8.0
(0 ratings)
Support Rating
10.0
(0 ratings)
-
(0 ratings)
User Testimonials
EleveoMattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend
Zoom management suite is well suited for companies that have enforced call center optimization software previously. Coming from other software, Zoom makes the transition very smooth. But, if a call center software has never been used in a workplace, I feel like this isn't the place to start. There is a pretty steep learning curve.
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Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.
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Pros
  • Screen share software from other programs for others.
  • Volume control where I can share videos without the consequences of breaking audio or bad buffering.
  • A great camera where I can show myself and others without any evidence of bad camera or statics.
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  • Behavioral routing helps Priority Health match the caller with the rep most effective with that caller type creating a better overall experience.
  • Training and coaching helps eliminate "bad" talk time - silences, customer distress- making call more effective and efficient.
  • Reps appreciated the training- very insightful.
  • Mattersight team is fabulous! We've felt very supported throughout the length of the relationship.
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Cons
  • I would like to be able to have a real-time translation tool available for clients who do not speak the same language. This would greatly help direct interaction with the client.
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  • Mattersight PBR does not necessarily provide detail down to the agent level.
  • The routing of calls cannot be done on every call because the system requires at least two agents to be available for it to effectively route the call.
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Support Rating
At the moment there is no reason to use the ZOOM support.
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No answers on this topic
Alternatives Considered
ZOOM Quality Management Suite has better stability and is more user-friendly. ZOOM Quality Management Suite has better auditing features when trying to assess the performance of the users. My personal impression is that Zoom Quality Management uses less bandwidth than its competitors thus making it easier to interact with the tools we use on a day-to-day basis.
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The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.
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Return on Investment
  • Through this software the reports generated are clean and easy to understand.
  • Amazing data quality management solution.
  • Excellent data integration platform.
  • Collaboration and easy communication tool.
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  • Decreased attrition.
  • Improved sales conversion.
  • Increased employee engagement.
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ScreenShots