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.
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Verint Workforce Management
Score 8.2 out of 10
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Verint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations. The solution scales to accommodate a varying number of employees, channels, locations, time zones, schedule types, and request automation to meet the needs of mid-sized to global enterprise organizations. Verint removes the…
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Pricing
Mattersight Behavioral Analytics (discontinued)
Verint Workforce Management
Editions & Modules
No answers on this topic
WFM Enterprise
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per month per user
WFM Enterprise
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per month Per volume
WFM Enterprise
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per month per user
WFM Enterprise
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per month Per volume
Offerings
Pricing Offerings
Mattersight Behavioral Analytics (discontinued)
Verint Workforce Management
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Verint offers a named user pricing model with SaaS and on-premise delivery methods.
More Pricing Information
Community Pulse
Mattersight Behavioral Analytics (discontinued)
Verint Workforce Management
Features
Mattersight Behavioral Analytics (discontinued)
Verint Workforce Management
Workforce Management Software Features
Comparison of Workforce Management Software Features features of Product A and Product B
IF it is cruicial in your organization to have the internal conversations recorded, this is NOT the product for you. If you do not need that, the savings in time by the software analyzing calls in a way where you can search for specific incidents is fantastic. The training on personality types and how to work with each one is also a great tool for any organization. I can say if it weren't for the rep to rep recording piece, I would give this product a 9.
For workforce management, more so in the customer care department, Verint Workforce Management is the best as it makes matching resources with needs easy. It enhances scheduling, and thanks to the smooth match, handling customer issues becomes easy, and this enhances customer experience.
Easy-to-use portal that helps users locate and review pertinent coaching opportunities.
UI that is tailored to the company and displays key points within a call. This eliminates the need to listen to the entire call when looking for something specific (caller distress, rep empathy, etc.).
Solid training that explains the Mattersight model and how to interact with different personality profiles.
Verint WFM does adherence very well. We were able to customize with our internal company goals which improved our productivity,
Strategic planner (forecasting). Although there are challenges at times given my company's unique set up, strategic planner has allowed us to paint a more accurate picture of the future.
Verint also processes PTO requests very smoothly and in a way that makes sense.
Reporting and functionality isn't always consistent. This could be due to compatibility issues with the functionality of the software our company utilizes and what their system is recognizing.
Help the our team come up with more specific actions we can take to improve our performance.
Although we have had the same liaison for the past year or more, we have had 3-4 changes of account managers over the 8 years we have been using the system. I think we currently have the best person for the relationship.
It is very technical. It is not something that you can just jump into. It took me a while to train my other contact center managers on how to use it and I just actually recently got an employee who was helping me manage the workforce management variance system and it just takes a lot of time and patience in order to learn the full gamut of how shifts go together. And this goes into this and you have to do one piece right or nothing else works in the end and the activities. It is just a lot when you come from not doing anything close to that.
Mattersight Behavioral Analytics has always shown great support to our organization. They are always willing to help and find new ways to improve our customer experience. The team we have with Mattersight has become part of our everyday work lives in which we value their business
It still functions the way we need it to. But, I am also a person who is keen to the relationships that have been built and it is one of the best I have with any outside vendor. There is work on improvements and updates constantly and when or if I have an issue or problem that needs to be addressed, I know the team is there to help me.
I have worked within the system for several years and have not found a separate WFM system that is comparable or has as many features as Verint. There are comparable systems for scheduling , forecasting and PTO allotment. however I have not been able to find one with all three
We have not had any issues with BA's availability. It is always up and running. The only issues we run into is staff not logging in everyday because they already have so many systems up as it is. Other than users, BA is great and is always there.
The pages load very quickly. The reports are nice. I wish I could understand a little more about what is on the reports and what all the sections mean, but once you remove the information that is not needed the reports are easy to filter through and read. I do wish that we would get Outlook notification for comments and monitors.
Mattersight gives great support. Every time I reach out to them I get a response within the hour, even if it is just to tell me that they will check into the issue. The staff always stays in contact and even after changes have been made or answers given they follow back up with you and make sure everything is going smoothly. The Mattersight team never makes you feel like you are burden and it feels that with every contact they grow a little more as well.
Verint Support is exceptional. I've never had an issue where the Verint Support analyst was lacking knowledge, didn't take the issue seriously, or not tried working with us to fix our quirky setups. Realizing that each business is different, has different needs, and there isn't a cookie-cutter solution for everyone ... Verint Support always continues to shine for us and help us out when needed.
This was a great class. We learned so much about the program and our team through the on-site training provided by Mattersight. The trainers were very professional and playful at the same time. They really brought the training to life. The trainers were great at answering all questions and making sure we could train our staff in the same professional, yet fun, manner.
Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.
I love the roundtable meetings. This is a great way to come together with other companies that are also using the product. It is great to hear about how others train and hear some of their struggles and success stories, so we are able to make the best BA training out there.
Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.
It was really nice to start slowly and train leadership and then slowly start implanting of BA to the staff. This helped with coaching and helped with new staff as they hit the floor. We found that this helped the staff relate and share stories to help with team dynamic. Great system.
The team helping us did a great job training our WFM leaders on how to use the tool from forecasting, to schedule updates to maintenance. They allowed us to be involved in implementation but also did a lot of the initial heavy lifting allowing us to stay focussed on the tasks at hand. It was a great experience and one I would hope occurs again should we ever need to implement a new tool again.
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 been developed. Because it's a proactical application model, it's actually useful for coaching and interaction with customers.
Verint Workforce Management is superior in many ways to other programs, though there are aspects of the others that may be a bit better. Overall, Verint has more pros than cons when compared to other scheduling software, it is simply in need of improvement in some areas.
We believe we improved our customer service with our employees working with our customers and adapting to their styles.
We improved our manager's efficiency selecting calls to monitor and conducting impactful coaching sessions.
We had challenges determining a true ROI as we found it difficult/impossible to fully isolate Mattersight's impact to our bottom line. It was hard to attribute our lead conversion applications and revenue directly to Mattersight with several other external factors in play.
We have been able to decrease our workforce staff from 5 users to 3 users due to the automation.
We have also been able to decrease our staffing by 3% as our agents' time is scheduled so they are available for the correct calls that come into our contact center.
