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Mattersight Expands Industry-Leading Behavioral Analytics Service With Predictive Routing
CHICAGO, IL, Feb 14, 2012 (MARKETWIRE via COMTEX) --
Mattersight Corporation (NASDAQ: MATR) today announced the
expansion of its Behavioral Analytics service to include Predictive
Routing. Mattersight's Predictive Routing automatically routes
customer calls based on advanced algorithms that predict the best
available contact center agent to handle each specific caller.
Mattersight's Predictive Routing integrates easily with
market-leading telephony and routing systems to route callers based
on this robust predictive pairing analysis.
Mattersight's Predictive Routing leverages Behavioral Analytics data
to address a number of important gaps in many companies' current
routing strategies:
-- Agent performance is highly variable, which most routing strategies do
not take into account when assigning work
-- Better performing agents often have the lowest utilization rates,
while lower performing agents typically have the highest utilization
rates
-- Companies infrequently use data specific to an individual customer to
route them to the most appropriate agent based on their needs and
circumstances
These gaps exist due to two significant issues that companies have been
unable to solve until now: 1) the lack of deep analytical data about
customer behavior and agent performance; and 2) a high performance
data mart that can robustly support the real-time responses required
by routing applications.
Mattersight's Behavioral Analytics service solves these issues by
automatically analyzing every second of every captured interaction in
the cloud, using millions of proprietary algorithms and unique
behavioral models. The output of this analysis is hundreds of
contextually accurate data attributes used to measure agent
performance and individual customer expectations and behaviors. This
information is then stored in Mattersight's data mart so that when a
call comes in Mattersight's Predictive Routing algorithms respond in
milliseconds with a rank order list of the best available agents.
In addition to leveraging new agent performance data, Mattersight's
Predictive Routing leverages important new customer data, such as:
-- Previous interaction history and outcomes
-- Customer Satisfaction score
-- Attrition Likelihood score
-- Probability to Purchase score
-- Customer Personality
Using this data enables companies to drive significant and immediate
cost reduction; improve First Call Resolution; increase customer
satisfaction, retention, and sales; and improve customer experience.
Additionally, Mattersight's Predictive Routing comes with an
adjustable governor which ensures no agent is over-utilized.
"A number of customers consider using advanced and detailed analytic
data to route calls as the holy grail of call routing. We believe the
combination of our analytics and our Predictive Routing is the
solution customers have long been seeking," said Kelly Conway,
Mattersight's President and CEO.
To learn more about Mattersight and its Behavioral Analytics service,
visit www.Mattersight.com.
About Mattersight
Mattersight is a leader in enterprise analytics
focused on customer and employee interactions and behaviors.
Mattersight's Behavioral Analytics service captures and analyzes
customer and employee interactions, employee desktop data and other
contextual information to improve operational performance and predict
future customer and employee outcomes. Mattersight's analytics are
based on millions of proprietary algorithms and the application of
unique behavioral models. The company's SaaS+ delivery model combines
analytics in the cloud with deep customer partnerships to drive
significant business value. Mattersight's applications are used by
leading companies in Healthcare, Insurance, Financial Services,
Telecommunications, Cable, Utilities and Government. See What
Matters(TM) by visiting www.Mattersight.com.
Contact
David Gustafson
Vice President of Marketing & Product Management
(847) 582-7016
David.Gustafson@mattersight.com
SOURCE: Mattersight Corporation
mailto:David.Gustafson@mattersight.com
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