CHICAGO, IL--(Marketwire - Jan 28, 2013) - Mattersight Corporation (
Mattersight's Behavioral Analytics service includes solutions for Predictive Behavioral Routing, Employee Performance Management, and Predictive Customer Analytics. Mattersight recently announced a new trial program of its innovative Predictive Behavioral Routing solution. Predictive Behavioral Routing identifies the optimal customer/employee pairing for each individual caller based upon communication styles, personality mapping, and behavioral characteristics. 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%-50% reduction in costs, improvement in sales, reduction in attrition, improvement in first call resolution, or increase in customer satisfaction or Net Promoter Scores® (NPS®).
"Mattersight was selected to receive a 2012 Product of the Year Award for its achievement in advancing customer experience management technologies. Mattersight's Behavioral Analytics service has demonstrated excellence as well as provided significant ROI for the companies that use it," said Rich Tehrani, CEO, TMC.
The 15th Annual Product of the Year Award winners are published in the January/February 2013 issue of CUSTOMER magazine.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under license.
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.
About TMC's CUSTOMER Magazine
TMC's CUSTOMER magazine premiered in September 2012 and is the industry's new, definitive source for news, product information, and strategies for communications that engage customers and potential customers. Each issue of CUSTOMER includes news and insights on the latest developments in agent training, analytics, ERP, IVR, social CRM solutions, mobile apps, workforce management and more. Please visit www.customerzone360.com for more information.
TMC is a global, integrated media company that helps clients build communities in print, in person and online. TMC publishes multiple magazines including CUSTOMER, INTERNET TELEPHONY, M2M Evolution and Cloud Computing. TMCnet is read by more than 1.5 million unique visitors each month, and is the leading source of news and articles for the communications and technology industries. TMC is also the producer of ITEXPO, the world's leading B2B communications event, as well as industry events: M2M Evolution; Cloud4SMB Expo; DevCon5; HTML5 Summit; Super Wi-Fi Summit, CVx; AstriCon; StartupCamp, and more. Visit TMC Events for a complete listing and further information. For more information about TMC, visit www.tmcnet.com.