SOURCE: Mattersight Corporation

Mattersight Corporation

October 15, 2012 16:15 ET

First of Its Kind Study by Mattersight Quantifies the Impact of Human Behavior and Personality on Business Outcomes

CHICAGO, IL--(Marketwire - Oct 15, 2012) - Mattersight Corporation (NASDAQ: MATR) today announced the results of a ground breaking Big Data study on the impact of behavioral connections on business outcomes. Using the company's Behavioral Analytics platform to analyze every second of human interaction on an aggregated data set of over one billion interactions, the impact of human behavior and personality on business outcomes has been quantified. Mattersight's proprietary algorithms and patented processes were applied to this data set to identify the following attributes:

  • Customer personality and behavioral data
  • Agent performance scores
  • Customer service, customer attrition, and sales outcomes

This analysis revealed dramatic patterns regarding the impact of behavioral connections on business outcomes, as follows:

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

Mattersight uses a patented process to assess customer personality and the behavioral connection between customer and employee, and these results highlight the significant importance and impact of these connections. 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. 

These results highlight the transformational power of analyzing unstructured customer interaction data to identify and understand the variability of customer behavior and employee performance. Mattersight, a leader in enterprise analytics focused on customer and employee interactions and behaviors, works with its customers to use these analytics to create tangible economic value by improving call routing; building models to predict customer behavior; and improving employee performance. 

Mattersight has published a whitepaper, Customer Personality Analysis, available at, further detailing how behavioral and personality data can be leveraged. For more information about this study and the impact of behavioral connections on business outcomes, please send requests to:

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

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