Calabrio WFM vs. Mattersight Predictive Behavioral Routing (discontinued)

Calabrio Teleopti WFM must be implemented urgently if there is an organizational problem, time is a primary factor if you want to achieve business success, scheduling meetings and knowing in detail what is the availability of all workers is a job that this product can do without any problem. the operational problem, this product evaluates with supplied data what is the availability of each worker, organizes everything effectively, customer service is also optimal because you can manage the staff and request the comparison of new workers according to the requirements of the entire equipment.

Incentivized

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.

Incentivized

• Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
• Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
• User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
• The installation and onboarding process was pretty smooth considering other launches we've had.

• 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.

• PDF preview of a report cannot be scrolled down.
• Sometimes when picking a site it downloads the link as a document.
• N/A

Incentivized

• 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.

Incentivized

It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.

Incentivized

We use this software on a regular basis and consistently meet expectations based on the results obtained through the application. I can easily monitor my team members' performance. Overall, this application increases productivity in our company's call center platform. We only have a small number of users. Employees can use mobile devices, tablets, the web, MS Teams, or Slack to record their arrival and departure times. Creates powerful reports and automated timetables for each employee or workgroup.

Incentivized

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.

Incentivized

• Our team has saved a significant amount of time by managing schedules in Teleopti
• It also frees up our workforce manager so they don't have to manage shift swaps

Incentivized

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