SOURCE: Mattersight Corporation

Mattersight Corporation

February 22, 2012 16:41 ET

Mattersight Successfully Completes Predictive Routing Implementation

CHICAGO, IL--(Marketwire - Feb 22, 2012) - Mattersight Corporation (NASDAQ: MATR) today announced a successful implementation of its Predictive Routing application with a large healthcare provider. This implementation included integration into the client's existing telephony and routing system and deployment of Mattersight's Predictive Routing data mart.

The client implemented Predictive Routing to improve operational efficiency and increase First Call Resolution rates. Mattersight's Predictive Routing solution identifies the best available agents for each call by using metrics capable of predicting call length and call back probability. Using Mattersight's Predictive Routing, the client achieved an almost immediate reduction of over 10% in call center operating costs.

"Predictive Routing is a game changing technology combining big data analytics in the cloud with advanced predictive models to identify the best available agent for each call," said Kelly Conway, Mattersight's President and CEO. "We are excited by the opportunity this solution provides our customers to immediately realize significant business value."

Predictive Routing

Mattersight's Predictive Routing automatically routes customer calls based on advanced algorithms that predict the best available contact center agent to handle each specific caller. Mattersight's Predictive Routing integrates easily with market-leading telephony and routing systems to route callers based on this robust predictive pairing analysis.

Mattersight's Predictive Routing leverages Behavioral Analytics data to address a number of important gaps in many companies' current routing strategies:

  • Agent performance is highly variable, which most routing strategies do not take into account when assigning work
  • Better performing agents often have the lowest utilization rates, while lower performing agents typically have the highest utilization rates
  • Companies infrequently use data specific to an individual customer to route them to the most appropriate agent based on their needs and circumstances

These gaps exist due to two significant issues that companies have been unable to solve until now: 1) the lack of deep analytical data about customer behavior and agent performance; and 2) a high performance data mart that can robustly support the real-time responses required by routing applications.

Mattersight's Behavioral Analytics service solves these issues by automatically analyzing every second of every captured interaction in the cloud, using millions of proprietary algorithms and unique behavioral models. The output of this analysis is hundreds of contextually accurate data attributes used to measure agent performance and individual customer expectations and behaviors. This information is then stored in Mattersight's data mart so that when a call comes in Mattersight's Predictive Routing algorithms respond in milliseconds with a rank order list of the best available agents.

In addition to leveraging new agent performance data, Mattersight's Predictive Routing leverages important new customer data, such as:

  • Previous interaction history and outcomes
  • Customer Satisfaction score
  • Attrition Likelihood score
  • Probability to Purchase score
  • Customer Personality

Using this data enables companies to drive significant and immediate cost reduction; improve First Call Resolution; increase customer satisfaction, retention, and sales; and improve customer experience. Additionally, Mattersight's Predictive Routing comes with an adjustable governor which ensures no agent is over-utilized.

To learn more about Mattersight and its Behavioral Analytics service, visit

About Mattersight

Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight's Behavioral Analytics service 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

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