SOURCE: Mattersight Corporation

Mattersight Corporation

July 14, 2015 09:15 ET

Blue Cross Blue Shield Subsidiary Finds Personality Is the Prescription for Higher Member Satisfaction

Subscription to Mattersight's Award-Winning Routing Solution Ensures Faster, Better Service Calls

CHICAGO, IL--(Marketwired - Jul 14, 2015) - Mattersight Corporation (NASDAQ: MATR), the pioneer in personality-based software applications, today announced that millions of East Coast Blue Cross Blue Shield members can expect a pleasant surprise the next time they phone member services, thanks to a prominent regional plan's deployment of Mattersight's call routing software.

Mattersight® Predictive Behavioral Routing identifies an individual caller's personality type through analysis of customer history and a variety of behavioral data, then instantly connects that caller to the available call center agent with whom they're most likely to have a positive personality connection. These connections help to drive an immediate 10%-30% improvement in key metrics including customer satisfaction, sales and loyalty.

After a successful pilot of Mattersight's solution, the BCBS health plan, one of the largest in its region, is upgrading to an ongoing subscription and deploying the software to a larger user population across multiple sites.

"As a user of Mattersight's Behavioral Analytics solution, this client understands that personality-based software makes an impact on agent performance and customer conversations," says Richard Dresden, Executive Vice President of Sales at Mattersight. "Predictive Behavioral Routing has given them a way to make that impact immediate and provide their members with an efficient, satisfying experience they feel good about."

Mattersight President and CEO Kelly Conway says his company's routing solution gives this and other clients a simple yet powerful way to improve one of their most significant touch points. "Making personality a driver of customer experience in the call center transforms a conversation that is often fraught with frustration and confusion into one that is overwhelmingly positive. It's a win for this client's members, agents and just about every bottom line metric, and we're excited and honored to help them achieve it."

Mattersight offers a complimentary ROI calculator for businesses interested in seeing how its routing solution can improve customer experience and bottom-line metrics. To calculate your company's ROI with Mattersight, visit

About Mattersight

Mattersight's mission is to help brands have more effective and effortless conversations with their customers. Using a suite of innovative personality-based software applications, Mattersight can analyze and predict customer behavior based on the language exchanged during service and sales interactions. This insight can then facilitate real-time connections between customers and the agents best capable of handling their needs. Mattersight's patented stack of SaaS applications has influenced hundreds of millions of shorter, more satisfying customer interactions. Organizations across the Financial Services, Healthcare, Technology and Telco industries rely on Mattersight to drive customer retention, employee engagement and operating efficiency. An independent research study documents the average return on investment for these organizations is 344%. To learn more about how Mattersight can help your company, please visit Follow Mattersight on Twitter at @Mattersight.

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