CHICAGO, IL--(Marketwired - Apr 29, 2013) - Mattersight Corporation (NASDAQ: MATR), a leading provider of enterprise analytics, today announced that it has formed a partnership with Spanlink Communications, Inc., a Cisco partner focused on designing, implementing, and supporting contact center and customer collaboration solutions, to resell its Predictive Behavioral Routing solution. Mattersight® Predictive Behavioral Routing matches customer calls with the best available contact center agent based upon communication preferences, personality, and other behavioral characteristics.
"We are extremely excited to partner with an elite company like Spanlink; this new partnership further validates the value of analytics-assisted routing," said Brett Theisen, VP of Strategic Business Development, Mattersight.
Mattersight® Predictive Behavioral Routing captures and analyzes customer interactions while improving operational performance and predicting future customer and employee outcomes. The application predicts which agent is best-suited to handle the next call based on individual customer behavioral data and agent performance data. When businesses utilize behavioral pairing, they will drive additional sales, reduce attrition, and decrease costs.
"Mattersight's Predictive Behavioral Routing is a product that we believe will deliver huge benefits to our customers," said Scott Vincent, EVP of sales & marketing, Spanlink. "The application offers customers the ability to route callers more effectively based on the caller's behavior, with the end goal of giving the caller a positive and more effective customer experience."
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 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.
About Spanlink Communications, Inc.
Spanlink Communications is a leading provider of Cisco Collaboration and Contact Center solutions. With 25 years' experience, Spanlink helps companies exploit the benefits of virtual unified communications networks for business transformation. Spanlink applies expert advising, deployment, integration and managed services to tailor each customer's solution and support plan to its business needs for transformational business improvements in productivity, efficiency and customer satisfaction. Spanlink is a Master certified Cisco partner serving mid-size businesses and large enterprises. Find news and information at www.spanlink.com.