SOURCE: Mattersight Corporation

Mattersight Corporation

February 02, 2012 16:52 ET

Mattersight Announces Customer Signing for Predictive Customer Satisfaction Analytics

CHICAGO, IL--(Marketwire - Feb 2, 2012) - Mattersight Corporation (NASDAQ: MATR) today announced the signing of a new customer for its Predictive Customer Satisfaction Analytics. The customer is one of the top 5 Property & Casualty Insurance Companies in the United States. As part of the contract, Mattersight will assign every analyzed customer service and sales interaction a predictive customer satisfaction score. The score is assigned to every analyzed interaction, without the need of the customer completing a post-interaction survey.

Armed with this data, the company expects to increase customer satisfaction by:

  • Linking agent incentive compensation to Mattersight's predictive customer satisfaction scores
  • Coaching agents on metrics with the largest impact on customer satisfaction
  • Identifying organizational drivers of customer satisfaction

"Predictive Customer Satisfaction Analytics is a disruptive analytics application as it uses deep analytics of customer data to accurately predict future customer behavior," said Kelly Conway, Mattersight's President and CEO. "We are pleased by the strong demand for these new predictive analytics applications from our existing customers and new prospects."

Predictive Customer Satisfaction Analytics

As previously announced, Mattersight's Predictive Customer Satisfaction Analytics automatically predicts the customer satisfaction score a customer will give following an interaction without the need of the customer taking a post-interaction survey. Prior to Mattersight's Predictive Customer Satisfaction Analytics, companies had to rely on post-interaction surveys to measure customer satisfaction. This approach requires the customer to opt-in to the survey, resulting in several issues and challenges:

  • Results that are not actionable, especially at the employee level
  • Small sample sizes that are not statistically valid
  • A survey respondent population that often doesn't match the typical caller population
  • The high cost of implementing surveying tools

While companies increasingly understand the connection between customer satisfaction, customer loyalty, and repurchase rates, until now they have found that customer satisfaction surveys lack actionable information to measurably improve customer satisfaction.

Mattersight's Behavioral Analytics service solves this problem by automatically analyzing every second of every captured interaction, using millions of proprietary algorithms and unique behavioral models. The output of this analysis is hundreds of contextually accurate data attributes. Using advanced predictive modeling techniques, these data attributes are correlated to customer satisfaction and the resulting models assign a customer satisfaction score to every captured interaction. Mattersight's SaaS+ delivery model combines analytics in the cloud with deep customer partnerships to drive significant business value.

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 and Government. See What Matters™ by visiting www.Mattersight.com.

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