SOURCE: Mattersight Corporation

Mattersight Corporation

July 22, 2015 09:15 ET

Mattersight Announces Analysis of 100 Millionth Conversation for 2015

Achievement of Annual Delivery Milestone Demonstrates 35% Acceleration Over 2014

CHICAGO, IL--(Marketwired - Jul 22, 2015) - Through its innovative personality-based software applications, Mattersight Corporation (NASDAQ: MATR) has mastered the chemistry of conversation and transformed the call center experience for consumers and agents around the world. That mastery reached a new level on July 16, when the award-winning software provider analyzed its 100 millionth call of the year.

Mattersight's patented suite of behavioral analytics products turn unstructured call data into meaningful, actionable insight through the application of millions of proprietary algorithms and linguistic models. That insight is delivered through a suite of powerful cloud-based software products that drive an immediate 10%-30% improvement in key metrics including customer satisfaction, sales and loyalty for companies that use them.

Andy Traba, Mattersight's Vice President of Behavioral and Data Science, says that hitting the 100 million call mark is hugely significant for both the company's clients and for the customers those clients serve. "With every call we analyze, we understand more about what customers want and how to improve the call center experience. The more we learn and the faster we learn it, the better that experience is going to get."

Traba says that the language contained in unstructured call data is packed with clues about what a customer really wants and needs from a company -- clues that can only be deciphered by the kind of advanced analytics Mattersight has pioneered. "Companies record millions of calls a year, they know there's priceless information inside those calls, but they have no way to access it. We're able to wrap our arms around that data and turn it into something understandable and valuable. That level of insight is game-changing."

Mattersight is currently on track to substantially exceed its total 2014 call analysis, an achievement Traba says reflects the company's deep investment in data science as well as a growing appetite on the part of clients to better understand their customer interactions. "No matter how good conversations between businesses and their customers get, there's always the potential to make them better. We'll never get all the way to the end of that pursuit and for us, there's nothing more exciting."

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 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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