Mattersight Announces Next Generation Predictive Behavioral Routing Solution Leveraging Insights on Behavioral Connections


CHICAGO, IL--(Marketwire - Oct 22, 2012) - Mattersight Corporation (NASDAQ: MATR) today announced the release of its next generation Predictive Behavioral Routing solution. Mattersight's Predictive Behavioral Routing solution leverages analytics and insights on the variability of customer behavior and employee performance, and the importance of customer/employee connections based upon personality and behavioral characteristics, to route calls to the optimal customer/employee behavioral pairing.

Performance and Behavioral Data
Mattersight's Predictive Behavioral Routing solution is based upon analytics of employee performance that include algorithmically generated data for key metrics such as:

  • Customer Service Costs
  • Customer Attrition Rates
  • Sales Conversion Rates
  • Customer Satisfaction or Net Promoter Scores® (NPS®)

In addition, Mattersight uses a patented process to assess customer personality and the behavioral connection between customer and employee. As the first and only solution to combine these revolutionary insights on employee performance and customer personality, as documented in its recent study on the topic, Mattersight has calculated the significant impact a customer/employee behavioral connection has on critical business outcomes. Based on the results of analyzing over one billion customer/employee interactions, Mattersight has identified the following impacts:

Business Outcome   Impact of Behavioral Connection
Customer Service Cost   35%-45%
Customer Attrition Rate   25%-50%
Sales Conversion Rate   85%-230%

Specifically, when there is a strong behavioral connection as opposed to a weak behavioral connection, Customer Service costs are 35% to 45% lower; Customer Attrition rates are 25% to 50% lower; and Sales Conversion rates are 85% to 230% higher. 

Predictive Behavioral Routing Solution
Mattersight's Predictive Behavioral Routing solution leverages these insights to identify the optimal customer/employee behavioral pairings for each individual caller. This information is utilized by the existing routing architecture to match customers with the best available employee, thus increasing the likelihood of a behavioral connection. As a result, companies are capable of driving an immediate 10%-20% improvement in reduced costs, improved sales, reduced attrition, or increased customer satisfaction or NPS.

Mattersight's Predictive Behavioral Routing delivers this benefit using existing employees and processes, and requires no changes to employee performance or skill sets. The solution is delivered in a SaaS model and integrates easily to market leading telephony and routing systems to route callers based on this robust predictive pairing analysis.

To obtain an estimate on the impact of Mattersight's Predictive Behavioral Routing for your business or for more information on Mattersight's study on behavioral connection, please send requests to: or visit

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under license.

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, Education, Hospitality and Government. See What Matters™ by visiting


David Gustafson
Vice President of Marketing and Product Management
View Comments (0)