CHICAGO, IL--(Marketwire - Mar 12, 2013) - Mattersight Corporation (
Four existing U.S. customers were interviewed for the study, including a multinational diversified financial services organization, a large, publicly held personal lines insurer, a diversified managed healthcare company, and a corporation that manages health benefits for government agencies.
Among the benefits highlighted in the Forrester TEI study were the following:
- 34% improvement in cross-sell/up-sell over three years
- 17% reduction in average talk time with coaching over three years
- Additional 10% reduction in average talk time with Predictive Behavioral Routing in the third year
- 19% reduction in callbacks over three years
- Improved collections
- Increased customer satisfaction
- Higher supervisor efficiency
- Reduced employee attrition
According to the Forrester TEI study, "...users experienced rapid and significant payback on their investment, both top and bottom line, with Behavioral Analytics."
A free webcast will be available on March 27, 2013, with guest presenter Kate Leggett, Principal Analyst at Forrester Research, covering today's customer experience challenges and new technologies, as well as research findings from Forrester's TEI study, The Total Economic Impact of Mattersight's Behavioral Analytics. Please visit www.mattersight.com/TEI to register for the webcast and obtain a complimentary copy of the Forrester TEI study.
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, Education, Hospitality and Government. See What Matters™ by visiting www.Mattersight.com.
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Vice President of Marketing & Product Management