SOURCE: Mattersight Corporation

Mattersight Corporation

July 09, 2015 09:15 ET

Infinity Sales Group Elevates the Sales Experience With Mattersight

DISH Reseller Upgrades to Version 3.0 of Mattersight's Award-Winning Call Routing Solution and Deploys Across Its Enterprise

CHICAGO, IL--(Marketwired - Jul 9, 2015) - Mattersight Corporation (NASDAQ: MATR), the pioneer in personality-based software applications, announced today that Infinity Sales Group is moving to a new level of sales efficiency and customer satisfaction with their upgrade to the latest version of Mattersight's award-winning call routing solution, along with an expanded deployment of the enhanced solution to multiple business units.

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, agent performance variability, sales, loyalty and more.

The most recent iteration of Mattersight Predictive Behavioral Routing, version 3.0, is driven by key advancements in Mattersight's data science and features more customized models that are able to predict and improve focus metrics with even greater accuracy.

As the largest DISH® satellite reseller in the U.S., ISG connects with millions of customers each year. Josh Slater, ISG Senior Vice President of Sales, says that upgrading to the newest version of Mattersight's routing solution in their call center is enabling those connections to be faster, smoother and more successful.

"Our initial deployment of Mattersight Predictive Behavioral Routing clearly demonstrated to us that personality is a major influencer of sales outcomes in the call center," said Slater. "This supercharged new version is delivering significant lift above and beyond even the remarkable outcomes we were seeing previously. Empowering more of our agents with this fantastic tool is allowing us to provide a consistently satisfying experience, and we're seeing that satisfaction play out in our conversions, upsells, attrition and more."

Sales-driven organizations such as ISG stand to gain a significant competitive advantage from a focus on personality, says Mattersight Executive Vice President of Sales, Richard Dresden. "The fact is, customers prefer to talk to and buy from people they have a natural connection with. Organizations that can create that chemistry in the call center are the ones consumers will reward with their business and loyalty. ISG has set an exceptional performance standard within the industry. We're looking forward to seeing them continue to thrive and grow through the application of our most powerful Predictive Behavioral Routing solution to date."

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

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

About Infinity Sales Group

Infinity Sales Group, LLC is a retailer for Fortune 200 partners, delivering strategic marketing, brand recognition and consistent sales performance to each collaboration. Headquartered in Boca Raton, Florida, the company is the largest authorized retailer for DISH satellite TV in North America. Infinity Sales Group's innovative spirit and diversity of business interests have resulted in continuing growth throughout the ups and downs of today's economy.

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