SOURCE: Mattersight Corporation

Mattersight Corporation

March 26, 2015 16:15 ET

Mattersight Granted New Patent for Personality-Based Call Center Applications

Additional Patent Expands the Company's Ability to Route Callers to Agents Based on Personality

CHICAGO, IL--(Marketwired - Mar 26, 2015) - Mattersight Corporation (NASDAQ: MATR) leverages the power of personality connections to facilitate shorter, more satisfying calls between consumers and contact centers. On March 17, 2015, the United States Patent and Trademark Office issued to Mattersight U.S. Patent Number 8,983,054, entitled Method and System for Automatically Routing a Telephonic Communication.

The new patent further protects Mattersight's unique ability to route phone calls based on personality type, as identified through customer history and a variety of behavioral data, including distress assessment and call preference. Using this information, Mattersight's routing solution instantly connects individual callers to the available agent with whom they're most likely to have a positive personality connection.

According to Mattersight CMO Jason Wesbecher, when agent/customer personalities click on the phone, the positive impact is felt at virtually every level of a business. "From loyalty, retention, and conversion to hiring and training costs, just about every important metric relates directly back to what happens between the customer and the service rep. When those conversations are better, so are the numbers."

The latest patent represents a significant advancement in Mattersight's mission to facilitate more enjoyable, effortless customer experiences. Mattersight offers a complimentary Impact Analysis for businesses interested in seeing how its routing solution can improve customer experience and bottom-line metrics. To find out more, contact jason.wesbecher@mattersight.com.

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 www.Mattersight.com.

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