SOURCE: Mattersight Corporation
CHICAGO, IL--(Marketwired - Jan 27, 2014) - Mattersight Corporation (NASDAQ: MATR) today announced that TMC has named Mattersight® Predictive Behavioral Routing as a CUSTOMER Magazine 2014 Product of the Year Award Winner. This marks the second consecutive year for Mattersight to be recognized, with Mattersight® Behavioral Analytics receiving a Product of the Year Award in 2013.
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 continues to experience accelerating momentum for its Predictive Behavioral Routing solution, closing a record 22 new pilots in Q4 (up from a previous record of 17 in Q3).
"On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Mattersight with a 2014 Product of the Year Award," said Rich Tehrani, CEO, TMC. "Its Predictive Behavioral Routing solution has proven deserving of this elite status and I look forward to continued innovation from Mattersight in 2014 and beyond."
The 16th Annual Product of the Year Award winners are published in the January/February 2014 issue of CUSTOMER magazine, http://customer.tmcnet.com/.
For more information on Mattersight's Predictive Behavioral Routing solution or its trial program, please send requests to: email@example.com or visit www.mattersight.com/PBR.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under license.
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.