SOURCE: Mattersight Corporation

Mattersight Corporation

August 27, 2015 09:15 ET

Mattersight Listed in Gartner's Hype Cycle for Contact Center Infrastructure, 2015

CHICAGO, IL--(Marketwired - Aug 27, 2015) - Mattersight Corporation (NASDAQ: MATR), the pioneer in personality-based software applications, today announced that it has been identified in the Gartner "Hype Cycle for Contact Center Infrastructure, 2015" report. Mattersight is named as a sample vendor for the following categories: mediated interaction matching, emotion detection/recognition, customer engagement center interaction analytics, speech analytics and customer engagement center quality management. 

Mattersight's Predictive Behavioral Routing solution improves call center experiences by connecting customers with call center agents who are proven to be most compatible with their personality types. According to the Gartner "Hype Cycle for Contact Center Infrastructure, 2015" report, "Matching the personalities of customers and employees has proved to reduce call resolution duration and to improve customer satisfaction."

Also in the report, Mattersight was named as a sample vendor for speech analytics solutions. According to Gartner, "audio-mining/speech analytics solutions:

  • Improve customer engagement center agent performance and compliance
  • Increase customer satisfaction by identifying issues and taking the appropriate actions
  • Enable a better understanding of customer needs and issues
  • Provide insights into product feedback, pricing issues and market campaign effects
  • Improve access to previously unsearchable audio information and assets, such as analyst calls or educational materials"

"Our focus is on creating technology that drastically improves call center experiences for both callers and agents by improving call chemistry," said Jason Wesbecher, CMO at Mattersight. "We believe being named by Gartner in this report reinforces the fact that we're shaping the future of customer experience."

Source: Gartner, Inc., "Hype Cycle for Contact Center Infrastructure, 2015," by Drew Kraus, 31 July 2015.

Disclaimer:
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Mattersight
Mattersight's mission is to help brands have more effective and effortless conversations with their customers. Using a suite of innovative personality-based software applications, Mattersight can analyze and predict customer behavior based on the language exchanged during service and sales interactions. This insight can then facilitate real-time connections between customers and the agents best capable of handling their needs. Mattersight's patented stack of SaaS applications has influenced hundreds of millions of shorter, more satisfying customer interactions. Organizations across the Financial Services, Healthcare, Technology and Telco industries rely on Mattersight to drive customer retention, employee engagement and operating efficiency. An independent research study documents the average return on investment for these organizations is 344%. To learn more about how Mattersight can help your company, please visit www.mattersight.com.

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