SOURCE: Mattersight Corporation

Mattersight Corporation

November 03, 2014 09:15 ET

Esurance Selects Mattersight® Predictive Behavioral Routing

Personality-Based Routing Improves Contact Center Service Efficiency, Reduces Average Talk Time

CHICAGO, IL--(Marketwired - Nov 3, 2014) - Mattersight Corporation (NASDAQ: MATR), a leading provider of enterprise analytics, today announced Esurance is deploying Mattersight® Predictive Behavioral Routing, following a successful pilot and building upon earlier successes with Mattersight® Behavioral Analytics.

Mattersight installed its routing appliance at Esurance in the second quarter of 2014 for a pilot group of its customer service call center agents. During the pilot, calls leveraging Mattersight's Predictive Behavioral Routing solution were demonstrably shorter than calls routed using the current approach. With the successful pilot results to validate the business case and ROI, Esurance is now proceeding with a full rollout of Mattersight® Predictive Behavioral Routing.

"With Mattersight's ability to perform personality pairing of a caller with the associate who can most effectively handle the call, Esurance is able to reduce costs and to offer more personalized service and use data to enhance each customer's experience in real-time rates and value to our customers," said Mark Pitchford, Managing Director of Sales and Service at Esurance. 

"Esurance is an innovative organization focused on providing exceptional service for their customers and we are delighted to have them as a client. Their selection of Predictive Behavioral Routing demonstrates the compelling strategic value of personality in contact center interactions, and the significant operational value Mattersight can deliver," said Kelly Conway, President and CEO of Mattersight.

About Esurance®

Esurance provides auto, homeowners, motorcycle, and renters insurance direct to consumers online, over the phone, and through select agents, including sister company, Answer Financial. With an easy-to-use mobile app, quick comparison quotes, and video claims appraisals, Esurance is the smart choice for today's web-savvy consumer. As a member of the Allstate family with an A+ rating from A.M. Best, Esurance is a reliable choice for car insurance, offering anytime, anywhere service just a click, call, or tap away. For more information, visit www.esurance.com or call 1-800-ESURANCE (1-800-378-7262)

About Mattersight

Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight® Behavioral Analytics captures and analyzes customer and employee interactions, employee desktop data and other contextual information to optimally route customers to the best available employee, 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 solutions 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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