Mattersight Predictive Behavioral Routing (discontinued) Reviews and Ratings

Rating: 6 out of 10

Score

6 out of 10

Community insights

TrustRadius Insights for Mattersight Predictive Behavioral Routing (discontinued) are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

Mattersight Behavioral Routing has proven to be a valuable tool for call centers, enhancing efficiency, customer satisfaction, and employee satisfaction. Users have successfully implemented this technology to optimize the customer experience and increase sales conversion. By utilizing Mattersight's personality profiles, representatives are able to adapt their communication style based on the caller's preferences, leading to improved interactions and higher levels of customer satisfaction. Additionally, Mattersight's Predictive Behavioral Routing has been particularly effective in matching callers with sales representatives who are best equipped to explain the benefits of products and services, resulting in increased sales and revenue. The Retention queue has also benefited from the use of Mattersight PBR, as it has contributed to higher customer retention rates and overall revenue growth. Furthermore, users have observed a reduction in average handle time and are currently evaluating its impact on overall customer satisfaction scores. The objective of employing Mattersight PBR is to dynamically route inbound calls to agents who are most adept at handling them based on the caller's behavioral style.

Reviews

4 Reviews

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

Rating: 8 out of 10

Incentivized

February 11, 2016

Use Cases and Deployment Scope

Mattersight PBR is being used in our organization to help route inbound calls to agents who are best able to handle that type of call. The objective is that if the behavioral style of the caller and of the agent are complementary, then the quality of the interaction will be a good one. As a result, we have seen some reduction in our average handle time. We are also gauging the impact to our overall customer satisfaction scores.

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.

Likelihood to Recommend

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.

Verified User

Executive in Customer Service (1001-5000 employees)

Vetted Review

1 year of experience

PBR Works in Retention

Rating: 8 out of 10

Incentivized

December 9, 2015

Use Cases and Deployment Scope

We currently use Mattersight Predictive Behavioral Routing in our Retention (Loyalty) queue in our West Division to increase both revenue and RGU retention of customers. We are preparing to test PBR in our Sales group in the Central Division to improve close rate and revenue generation. Our objective is to increase our revenue stream through PBR. In addition, we have found operational efficiencies through reduced average handle time (AHT).

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.

Likelihood to Recommend

Mattersight Predictive Behavioral Routing is best suited for sales type queues. It is more challenging (to cost justify) in care queues.

Brian Gillespie

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

Vetted Review

1 year of experience

View profile

Sales Center

Rating: 9 out of 10

Incentivized

October 15, 2015

Use Cases and Deployment Scope

ISG deployed Mattersight Predictive Behavioral Routing to optimize the customer experience and increase the company's sales conversion. We offer customers home services nationwide. Selling home services requires a consultative sales approach as not all customers are created equal. Mattersight has helped ISG pair callers with sales representatives best equipped to effectively explain the benefits of the products and services we offer.

Pros

Routing has helped reduce attrition.

Cons

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

Likelihood to Recommend

The core function of the center determines how the solution should be applied. ISG is primarily a sales organization which has much different KPIs than a customer service organization.

Josh Slater

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

Vetted Review

2 years of experience

Knowing your callers- Mattersight can help

Rating: 8 out of 10

Incentivized

February 18, 2015

Use Cases and Deployment Scope

We are currently using Mattersight Behavioral Routing in our 150 person call center. We implemented this solution in order to increase efficiency, increase customer satisfaction and increase employee satisfaction. We also decided to use the personality profiles for coaching and to help our reps alter their communication based on the caller. All of our reps and leadership team have been through training with Mattersight.

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.

Likelihood to Recommend

I would recommend that anyone running a call center at least have a conversation with Mattersight. Things you need to think through:

<ul><li>Which solutions you implement in what order</li><li>Consideration to peak volumes</li><li>Culture issues - how you think about quality</li><li>Balance between efficiency and staff retention</li><li>Communication plan and change management</li></ul>

Kim Suarez

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

Vetted Review

1 year of experience

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