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Mattersight Behavioral Analytics (discontinued)

Score7.4 out of 10

58 Reviews and Ratings

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What is Mattersight Behavioral Analytics (discontinued)?

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.

Categories & Use Cases

Reviews

What users are saying about Mattersight Behavioral Analytics (discontinued).
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Good Analytics Capabilities, Value for Money.

Incentivized
Verified User
Professional in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

Nexidia has been used within our company for speech analytics. It also helped us to identify words and analyze audio patterns to detect emotions and stress in a caller's voice.

Pros

  • Speech Analytics
  • Quality Monitoring
  • Playback of Recordings

Cons

  • A cloud solution which can be simply integrated with our Cloud based CC Platform

Most Important Features

  • Speech Analytics
  • Quality Monitoring

Return on Investment

  • High success rate
  • Data analytics in more secure way

Other Software Used

Genesys Multicloud CX (formerly Genesys Engage), Nuance Dragon Speech Recognition

Feel free to read!

Incentivized
Verified User
Analyst in Customer Service (501-1000 employees employees)

Use Cases and Deployment Scope

It’s a very smooth process, I really enjoyed how easy and simple it is. It was difficult some days to transfer calls but besides that, it’s perfect for busy days.

Pros

  • Smooth.
  • Simple.
  • Classy.
  • Simplifies.
  • Outstanding.
  • Amazing.

Cons

  • Transfer my calls.
  • Hold music.
  • Adding another caller.

Most Important Features

  • Welfare.
  • Healthcare.
  • Codified.
  • Covid.

Return on Investment

  • I think it helped my business.
  • It allowed me to expand my knowledge.
  • I was able to discover other materials.

Alternatives Considered

AskNicely

Other Software Used

AskNicely, NICE Actimize, AeronaClinic

It’s waaaay better than DISC, it’s Mattersight's Behavioral Analytics!

Incentivized
Cassandra FulcherView profile
Quality Assurance Analyst and Trainer in Quality Assurance at TriWest Healthcare Alliance (1001-5000 employees employees)

Pros

  • I love how the systems analyzes the callers so QA's are able to help guide the agent on how to better handle that style on the next call.
  • I love how the system runs reports for us. We no longer have to manually enter and produce reports, which is a "bear" of a project.
  • Behavioral Analytics helps me keep track of not only my team's progress, but the progress of team leads and supervisors doing coaching and QA monitors.

Cons

  • I wish you could string calls together, so I could here a call progress from beginning to end.
  • I wish that Behavioral Analytics had a way to go into the QA form and make updates instead of having to delete the entire monitor and start again.
  • I wish the system captured more than 10% of video, for screen capture.
  • I wish you could search for a call with a phone number.

Return on Investment

  • I know this system has helped with customer service which in return makes customers happier.
  • I know this system has helped a lot of team leads and supervisors effectively coach their staff better.
  • I know it has helped the QA department get through to agents better through coaching opportunities.

Usability

A Fun, Easy to use and informative site for all!

Incentivized
Gina Del SordoView profile
Operations Trainer in Customer Service at UnitedHealth Group (10,001+ employees employees)

Pros

  • Behavioral Model has not only great information on the different styles and examples of some day to day issues you may run into. It also gives relatable Actors/Characters/People who you could closely relate with. When explaining this to someone new to the personality profiles it is very helpful to show the connection.
  • The Search feature looking for calls and navigating throughout each of the tabs is truly user friendly. It gives you options that reflect a lot of information and ways to search so that it could be very specific and detailed for bringing up a broad search depending on what exactly you would need.
  • The HeatMap is a great tool for those who want to take a look at where their representatives stand in comparison to the others on their team who take those calls. Having a graph and a clear look to see where they fit in based on the expectations helps it look great.

Cons

  • Really the only part would be the logging in process. Sometimes the system locks you out or suspends the account when you try to log in for an additional time without reason.

Return on Investment

  • MUCH Better Customer Service and Employee Satisfaction
  • Quick Coaching Opportunities
  • One stop shop for calls and coaching

Making a difference through BA

Incentivized
Brenda KilgoreView profile
QA/Training Supervisor in Quality Assurance at TriWest Healthcare Alliance (1001-5000 employees employees)

Pros

  • It has allowed us to be more specific with our coaching through the heat maps

Cons

  • We are having diffuculty finding calls that have screen capture, when we do our QA audits

Return on Investment

  • It has allowed for better coaching opportunities and the staff is handling calls better by knowing how to recognize the personality of the caller and being able to meet the caller's pysch needs as well as avoid distress.