SOURCE: Mattersight Corporation

Mattersight Corporation

June 17, 2013 16:15 ET

Mattersight Announces Predictive Behavioral Routing Appliance and Trial Program

CHICAGO, IL--(Marketwired - Jun 17, 2013) -  Mattersight Corporation (NASDAQ: MATR) today announced it has streamlined its Predictive Behavioral Routing solution by transforming the offering into a server appliance. This appliance includes all of the software, predictive matching algorithms, and connectivity needed to deploy Mattersight® Predictive Behavioral Routing and will, in most cases, reduce the technology footprint for deployment to a single server. As a result of this streamlined architecture, Mattersight expects most initial deployments can be completed in four to six weeks, and will require very limited client IT effort. 

The launch of this solution follows upon the success of recent Mattersight® Predictive Behavioral Routing deployments:

  • 1 minute reduction in talk time for calls routed by Predictive Behavioral Routing for a HMO
  • 14% increase in sales conversion rate for a Fortune 500 pharmaceutical company
  • 18% reduction in talk time for a second HMO

Mattersight® Predictive Behavioral Routing drove these benefits almost immediately, and without any changes in technology, people, or business process.

Predictive Behavioral Routing Appliance Trial Program

Mattersight is so confident in this solution that it is offering a trial program with aggressive terms for qualified customers. Details of the program include:

  • No long-term commitment
  • All hardware, software, and implementation costs absorbed by Mattersight
  • 60 days usage of Predictive Behavioral Routing
  • Immediate estimated improvement of 10%-50% of the selected target metric (e.g., reduced costs, improved sales, improved retention, increased first call resolution, etc.)
  • No process changes or employee training required

About Predictive Behavioral Routing

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 behavioral connection. As a result, companies are capable of driving an immediate 10%-50% reduction in costs, improvement in sales, reduction in attrition, improvement in first call resolution, or increase in customer satisfaction or Net Promoter Scores® (NPS).

Mattersight® Predictive Behavioral Routing delivers this benefit using existing employees and processes, and requires no changes to employee performance or skill sets. The solution is delivered in a SaaS model and integrates easily to market-leading telephony and routing systems to route callers based on this robust predictive pairing analysis.

For more information about Mattersight® Predictive Behavioral Routing or a 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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