Mattersight Behavioral Analytics (discontinued)

Mattersight Behavioral Analytics (discontinued)

58 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Mattersight Behavioral Analytics (discontinued)	Score7.4 out of 10	Enterprise companies (1,001+ employees)	Mattersight Behavioral Analytics, alternately known as Nexidia Analytics after Mattersight's acquisitions by NICE Systems, was a tool used to identity behavioral trends occurring in customer service, and help organizations to identify coaching opportunities. The product is no longer available for sale.	N/A

Pricing

Mattersight Behavioral Analytics (discontinued)

No answers on this topic

Pricing Offerings
Mattersight Behavioral Analytics (discontinued)
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
Yes

No setup fee

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Community Pulse
Key User Insights
	Mattersight Behavioral Analytics (discontinued)
Considered Both Products	Discontinued Products Verified User Chose Mattersight Behavioral Analytics (discontinued) NICE Nexidia Analytics allows you to work hard and it also helps you to study. I really want to choose NICE Nexidia Analytics for all my options. I have recommended it to my colleagues as well. It’s good to expand my knowledge and if any of the businesses are needed I do … Incentivized Helpful? Daryl John Abejuela, RN Communications Trainer in Customer Service at UnitedHealth Group (Hospital & Health Care, 10,001+ employees) Chose Mattersight Behavioral Analytics (discontinued) Mattersight BA is a better tool because it is more comprehensive and truly aligned with the business needs. Incentivized Helpful? Cassandra Fulcher Quality Assurance Analyst and Trainer in Quality Assurance at TriWest Healthcare Alliance (Consumer Services, 1001-5000 employees) Chose Mattersight Behavioral Analytics (discontinued) DISC was more of just breaking people into categories. BA goes beyond that and gives you more insight and brings a little humor with it. I taught DISC for 5 years and never seen a class retain the information as much as I have seen them retain the information from BA. Incentivized Helpful? John Jeneress Cariño Communications Trainer in Customer Service at UnitedHealth Group (Outsourcing/Offshoring, 10,001+ employees) Chose Mattersight Behavioral Analytics (discontinued) Behavioral Analytics is an excellent tool and a huge help to the business. The Behavioral Model is very practical and useful at all times. It helps with building better relationships not just with employees-to-customers, but also employees-to-co-employees and … Incentivized Helpful? Heather Hansen Sales and Customer Service Trainer in Human Resources at Esurance (Insurance, 1001-5000 employees) Chose Mattersight Behavioral Analytics (discontinued) I haven't used any products similar to this. I have taken other test such as the Meyers Briggs & DISC and like that Mattersight focuses more on the "why" we have the preferences we do vs. just what we prefer. Incentivized Helpful? David Hundley Collections Supervisor at Wells Fargo Bank (Financial Services, 10,001+ employees) Chose Mattersight Behavioral Analytics (discontinued) Have not used anything previous to this. Incentivized Helpful? Verified User Chose Mattersight Behavioral Analytics (discontinued) Mattersight gives a lot more information as to customer personality. There is also heat mapping in the analyzed calls which direct you to specific events or behaviors that need coaching. Incentivized Helpful? Jordan Lenaburg Customer Service Supervisor in Customer Service at Esurance (Insurance, 1001-5000 employees) Chose Mattersight Behavioral Analytics (discontinued) The fact is, there is nothing like mattersight anywhere in the market. It's a complete package. It provides call recording, screen capturing, call analysis and continued training and improvement. However the thing that sets it apart most is really the Behavioral Model which has … Incentivized Helpful? Clayton Reed Customer Service Supervisor in Customer Service at Esurance (Insurance, 1001-5000 employees) Chose Mattersight Behavioral Analytics (discontinued) This is the closest product that I have found that matches with Mattersight. The painting portion of Mattersight is its strongest feature. However Calbrio allows for the listening of third party portions of calls. Incentivized Helpful? Verified User Chose Mattersight Behavioral Analytics (discontinued) Verint will allow us to record and retrieve calls, however there is not an analysis or coaching component to it. The analysis must be completed by the auditor or supervisor. Incentivized Helpful? Lisa Moulder Supervisor, Quality Assurance in Quality Assurance at Hilton Worldwide (Hospitality, 10,001+ employees) Chose Mattersight Behavioral Analytics (discontinued) Qfiniti is not hosted and does not analyze every call. Incentivized Helpful? Verified User Chose Mattersight Behavioral Analytics (discontinued) 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 … Incentivized Helpful? Stephen Arnold VP - Guest Assistance & Customer Care in Customer Service at Hilton Worldwide (Hospitality, 10,001+ employees) Chose Mattersight Behavioral Analytics (discontinued) While there are many products on the market for speech analytics, Mattersight does a very good job of driving improvements in agent performance through very targeting coaching. Incentivized Helpful? Verified User Chose Mattersight Behavioral Analytics (discontinued) 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. Incentivized Helpful? Verified User Chose Mattersight Behavioral Analytics (discontinued) The fact that Mattersight's recording technology records in stereo and allows the linguistic technology to separate out the customer from the agent is a major positive for Mattersight. The technology is superior to other call recording technology we used (Calabrio) but is also … Incentivized Helpful? Michael Shea Collections Manager in Customer Service at Wells Fargo (Financial Services, 10,001+ employees) Chose Mattersight Behavioral Analytics (discontinued) I have not tried or evalated similiar products. Incentivized Helpful? Verified User Chose Mattersight Behavioral Analytics (discontinued) No other products have been used or evaluated by me personally Incentivized Helpful? Cassandra Buffington Supervisor Guest Assistance in Customer Service at Hilton Worldwide (Hospitality, 10,001+ employees) Chose Mattersight Behavioral Analytics (discontinued) We currently use both tools as Qfiniti allows the agent screen view. Incentivized Helpful? Verified User Chose Mattersight Behavioral Analytics (discontinued) None Incentivized Helpful? WaDee'ah Crowder Customer Interaction Delivery Analyst in Corporate at Allstate Financial Services, LLC (Financial Services, 10,001+ employees) Chose Mattersight Behavioral Analytics (discontinued) In the past, we have used a different vendor that does not provide as much content as Behavioral Analytics. Mattersight Behavioral Analytics provides more automation and offers more sophisticated technology that allows the customer to customize the tool based on its needs. Incentivized Helpful? Verified User Chose Mattersight Behavioral Analytics (discontinued) I have not used any other system in the years I have been in the workforce. Therefore I am not able to provide any comparison. Incentivized Helpful? Verified User Chose Mattersight Behavioral Analytics (discontinued) Mattersight is willing to develop any solution that we want. Incentivized Helpful? Rafal Borkowski Analyst/Project Manager in Customer Service at Allstate Financial Services, LLC (Financial Services, 10,001+ employees) Chose Mattersight Behavioral Analytics (discontinued) Mattersight Behavioral Analytics has speech analytics that can be customized and align with your business priorities and goals. Screen capture capabilities provide a great video recording of the end users screen. Some key points why we selected Mattersight: 100% call recording Incentivized Helpful? Benjamin DeBlasio Sales and Service Trainer in Sales at Esurance (Insurance, 1001-5000 employees) Chose Mattersight Behavioral Analytics (discontinued) N/A Incentivized Helpful?
	Would buy again
	No answers on this topic
	Delivers good value for the price
	No answers on this topic
	Happy with the feature set
	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic
	Implementation went as expected
No answers on this topic

User Ratings
	Mattersight Behavioral Analytics (discontinued)
Likelihood to Recommend	8.8 (39 ratings)
Likelihood to Renew	9.1 (3 ratings)
Usability	8.2 (2 ratings)
Availability	9.1 (1 ratings)
Performance	7.3 (1 ratings)
Support Rating	9.1 (1 ratings)
In-Person Training	9.1 (1 ratings)
Online Training	9.1 (1 ratings)
Implementation Rating	9.1 (1 ratings)
Configurability	9.1 (1 ratings)
Ease of integration	9.1 (1 ratings)
Product Scalability	9.1 (1 ratings)
Vendor post-sale	9.1 (1 ratings)
Vendor pre-sale	9.1 (1 ratings)