SOURCE: Mattersight Corporation

Mattersight Corporation

November 11, 2015 16:15 ET

Fortune 100 Healthcare Company Adopts Mattersight Personality Routing to Drive Better Customer Experiences

New Logo Customer Is Largest-Ever Deal for Award-Winning Call Center Software, Promising More Satisfying Conversations for Millions of Consumers

CHICAGO, IL--(Marketwired - Nov 11, 2015) - Mattersight Corporation (NASDAQ: MATR), the pioneer in personality-based software applications, today announced that its award-winning call routing solution has been adopted by one of the country's largest healthcare companies.

The deal, with a new logo customer, is Mattersight's largest to date for its routing application, with an ACV of approximately $2 million and an initial deployment to more than 2000 seats at the client's outsourced contact centers within an Avaya environment. Tens of millions of customer conversations will be positively influenced by this partnership.

Mattersight® Predictive Behavioral Routing identifies an individual caller's personality type through analysis of customer interactions 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. The solution drives 10-30% improvement in key metrics including satisfaction, sales and loyalty, integrates seamlessly with all major telephony platforms and can be implemented with no changes to existing staff or processes.

"Few conversations are as sensitive or significant as those related to our health," said Mattersight President and CEO Kelly Conway. "Acting to improve those conversations on a significant scale demonstrates this client's vision of personalized customer care and their exceptional commitment to providing it. We are thrilled to support them in delivering on that commitment."

The number of companies deploying Mattersight Predictive Behavioral Routing has more than doubled in the past year, and the current list of clients reflects a diverse and high-profile range of organizations. Commenting on the trend of delivering a direct benefit to consumers, Conway said, "Call centers receive in excess of 250 million calls every day. The more these calls are routed using our technology, the more likely it will be that customers will have great connections with service agents, making them more satisfied and loyal."

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 ROI with Mattersight, visit roi.mattersight.com.

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 www.mattersight.com

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