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Mattersight Predictive Behavioral Routing (discontinued)

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9 Reviews and Ratings

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What is Mattersight Predictive Behavioral Routing (discontinued)?

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.

Categories & Use Cases

Reviews

What users are saying about Mattersight Predictive Behavioral Routing (discontinued).
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PBR Works in Retention

Incentivized
Brian GillespieView profile
Vice President, Forecasting & Financial Excellence in Corporate at Comcast (10,001+ employees employees)

Pros

  • Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
  • Contains governors to minimize the impact on agents and customers during busy periods.
  • Ease of integration into our existing infrastructure.
  • Sales/support teams from Mattersight are fantastic.

Cons

  • The test scenario should have included all call types (including transfers).
  • PBR should be able to work simultaneously across different switches (because of the size of our organization, we may have to split a sales queue across two switches - while PBR can optimize within a switch, optimizing across switches is preferred).
  • Include agent personality identification and communication training with the rollout.

Return on Investment

  • Reduced AHT.
  • Increased retained revenue.
  • Increased retained RGUs.

Other Software Used

Avaya, Aspect EQ Workforce Optimization Suite, NICE Sales Performance Management

Knowing your callers- Mattersight can help

Kim Suarez
VP, Medical Operations and Customer Experience in Customer Service at Priority Health (501-1000 employees employees)

Pros

  • 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.

Cons

  • Our business is very seasonal and routing is not as effective during peak call volumes.
  • This is more of a hint - Mattersight has multiple solutions and I wish I would've given more thought to what was implemented in what order.

Return on Investment

  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction

Usability

Sales Center

Josh Slater
VP of Sales in Sales at Infinity Sales Group (201-500 employees employees)

Pros

  • Routing has helped reduce attrition.

Cons

  • ISG could use more in depth reporting that is available on demand.

Return on Investment

  • Decreased attrition.
  • Improved sales conversion.
  • Increased employee engagement.

Mattersight PBR.. a different way of thinking of call routing

Incentivized
Verified User
Executive in Customer Service (1001-5000 employees employees)

Pros

  • Mattersight is every effective in working closely with their customers to ensure understanding of the process.
  • Mattersight provides high level reporting that shows the impact the system is having within the business.
  • When the calls are able to be routed, the reduction in handle time can be easily calculated.

Cons

  • 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.

Return on Investment

  • We have seen a decrease in our overall average handle time.
  • We have experienced some agent dissatisfaction as the less effective agents may receive less calls while the more effective agents receive more calls.

Other Software Used

Calabrio One