SOURCE: Mattersight Corporation

Mattersight Corporation

May 30, 2012 16:15 ET

New Contract Signing Highlights Mattersight's Coaching Analytics

CHICAGO, IL--(Marketwire - May 30, 2012) - Mattersight Corporation (NASDAQ: MATR) today announced the signing of a contract for the Coaching Analytics component of the transformational Performance Management application of its Behavioral Analytics Service. The contract is with an existing customer that is one of the top 5 HMOs in the United States, and this application will be deployed across approximately 3,000 users. In addition to analyzing customer conversations, Mattersight will be analyzing hundreds of thousands of text based supervisor coaching comments and performance management feedback using millions of its proprietary algorithms and unique behavioral models.

Leveraging this application, Mattersight's customer expects to improve customer service by:

  • Coaching agents on metrics with the largest impact on customer service
  • Identifying why some supervisors aren't as effective at driving change
  • Improving overall supervisor coaching and effectiveness

"This is a strategic contract signing for Mattersight. With this contract, we passed $40 million of Behavioral Analytics bookings with this customer. We're very pleased to continue to expand our relationship with this leading HMO and partner with them to increase the significant benefits they're already achieving with Behavioral Analytics. In addition, our Coaching Analytics demonstrates the broad array of interactions to which our algorithms can be applied, and the increasing focus we have analyzing text based conversations." said Kelly Conway, Mattersight's President and CEO.

Performance Management Application

The Performance Management application identifies the largest area of opportunity for improvement for each individual employee, serves up the best examples for coaching on these improvement areas, delivers targeted and tailored coaching on these metrics, and tracks the performance improvement for each individual. The result is dramatic improvement in service, sales, collections, and customer satisfaction.

No two employees perform the same job the same way, and when every second of captured performance is analyzed to create new data on the important and relevant performance metrics for each call center and back office job function, the amount of variability in performance is shown to be very significant. This variability results in vastly different customer experiences and drives excess costs and sub-optimal service, sales, and collections operations. The complexity of capturing and analyzing every second of performance, turning this data into the relevant performance metrics, and then operationalizing these insights to drive behavioral change, has heretofore made it nearly impossible for companies to identify and significantly reduce the variability of employee performance.

Mattersight's Performance Management application solves these problems by capturing employee interactions and desktop usage; Mattersight then automatically analyzes 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 on every captured interaction, indexed by individual employee in a flexible data mart. Mattersight's Performance Management application leverages these analytics to automatically identify the largest improvement opportunity for each employee down to the specific performance attribute. The best interaction examples demonstrating this performance are delivered to employees with targeted feedback. All coaching activity and comments are also tracked and analyzed to improve supervisor and manager effectiveness. This closed loop process drives a reduction in employee performance variability and an improvement in service, sales, retention, collections and customer satisfaction.

Mattersight's Performance Management solution leverages its strong competencies and expertise managing big data. Every day, Mattersight captures over 70 trillion data attributes, applies over 2 million algorithms, executes over 250 billion computations, and processes over 350 TB of data in order to provide its customers with new and contextually accurate information to understand their customers and improve their operations.

To learn more about Mattersight and the 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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