SOURCE: Mattersight Corporation

Mattersight Corporation

August 13, 2014 16:50 ET

Mattersight Announces Latest Avaya Certification for Predictive Behavioral Routing

CHICAGO, IL--(Marketwired - Aug 13, 2014) - Mattersight Corporation (NASDAQ: MATR), a leading provider of enterprise analytics, and an Avaya DevConnect partner, today announced it has received certification for its CMS WFM Connector for Avaya Call Management System (CMS), adding to its Avaya certifications for Call Recording and Predictive Behavioral Routing.

"Given the significant demand we are seeing for our Predictive Behavioral Routing application, we continue to invest in building connectors to all of the commercially popular telephony systems, in order to accelerate deployment with minimal involvement from our customers' IT resources," said Kelly Conway, President and CEO at Mattersight. "This integration and certification expands our capabilities, ensures ongoing interoperability, and simplifies the deployment process for our Avaya customers."

Mattersight® Predictive Behavioral Routing identifies the optimal customer/employee pairing for each individual caller based upon communication styles, personality mapping, and behavioral characteristics. This information is utilized by the existing routing architecture to match customers with the best available employee, thus increasing the likelihood of a better interaction. As a result, companies are capable of driving an immediate 10%-25% reduction in costs, improvement in sales, reduction in attrition, improvement in first call resolution, or increase in customer satisfaction or Net Promoter Scores® (NPS).

For more information on Mattersight's Predictive Behavioral Routing solution or its trial program, please send requests to: or visit

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under license.

About Mattersight

Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight® Behavioral Analytics captures and analyzes customer and employee interactions, employee desktop data and other contextual information to optimally route customers to the best available employee, 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 solutions 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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