SOURCE: Mattersight Corporation

Mattersight Corporation

November 03, 2014 09:15 ET

Mattersight Wins Back-to-Back Innovation Awards

Predictive Behavioral Routing Continues to Gain Traction and Improve Business Interactions

CHICAGO, IL--(Marketwired - Nov 3, 2014) - Mattersight Corporation (NASDAQ: MATR) today announced it has been recognized by the contact center industry and the Chicago business community for its Predictive Behavioral Routing solution, which automatically connects individual callers with the best available service representatives based on personality, communication style, and other behavioral characteristics. This innovative approach is changing how companies relate and connect with their customers, as well as improving sales, retention, costs, first-call resolution, and customer satisfaction by 10%-25%.

Mattersight's recent innovation accolades include:

  • Winner of the 13th annual Chicago Innovation Awards, which recognized ten companies out of over 550 nominations. The innovation award recognized Predictive Behavioral Routing as one of the Chicago region's most innovative new products or services brought to market. "Chicago is an innovation hub with talented business leaders who have the vision to see things differently and set themselves apart from the competition," said Tom Kuczmarski, who co-founded the awards with Chicago journalist Dan Miller. "Mattersight embodies this mindset, and has found a unique way to solve a previously unmet need in the market."

  • Winner of TMC Labs' CUSTOMER Magazine Innovation Award for 2014 for "demonstrating innovation, superior quality, and unique features, which have had a positive impact on customer related technologies," according to Rich Tehrani, CEO, TMC.

According to Drew Krauss of Gartner, "Matching caller to advisor, based on factors such as personality, is shown to improve customer satisfaction and lower average call-handling time." 1

"We believe that's exactly what our customers are finding," said Kelly Conway, Mattersight CEO. "When you connect a caller with an agent who is likely to have a positive personality connection and compatible communication style, the interaction and resultant business metrics are better. We are honored to be recognized by industry experts and our Chicago peers for our innovation and commitment to improving the contact center industry."

To learn more about how some Mattersight's customers are leveraging personality to improve their businesses, visit us at http://www.mattersight.com/case-studies-ROI.

1 Gartner "Hype Cycle for Contact Center Infrastructure, 2014", Drew Kraus, July 24, 2014

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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