SOURCE: Mattersight Corporation

Mattersight Corporation

February 24, 2015 16:18 ET

The Surprising Ways Personality Is Impacting Your Bottom Line

New Forrester Research Report Reveals the Economic Benefits of a Personality-Based Approach to Call Center Conversations

CHICAGO, IL--(Marketwired - Feb 24, 2015) - Mattersight Corporation's (NASDAQ: MATR) -- You know how much personality matters in life. A new report published by Forrester Research confirms the enormous impact personality also has on business.

The report confirms the economic impact of Chicago-based Mattersight Corporation's Predictive Behavioral Routing software. Forrester estimates the benefits of this solution are immediate. After completing a quantitative study of clients of Mattersight's personality-based routing software, Forrester documents an average Return on Investment of 344% with an average payback of 1 month.

Mattersight's routing solution uses sophisticated algorithms to identify the personality, communication style, behavioral characteristics, and previous interaction history of both the customers who contact a call center, and the agents who handle those calls. This information is then used to automatically route each customer to an agent best suited to work with that specific caller.

Mattersight Chief Marketing Officer Jason Wesbecher says that Forrester's findings confirm what clients have long known about the power of personality-based software applications. "We are delighted that Forrester's research validates the phenomenal benefits our clients have experienced using a personality-based approach to routing. This enables businesses to serve customers in a highly personalized manner, while dramatically increasing their operating leverage. It's a 'solution' in the truest sense of the word, and we're excited to introduce it to more and more organizations in 2015 and beyond."

The complete Forrester report, "The Total Economic Impact of Mattersight Predictive Behavioral Routing," is available for review now. Click here now to download this report.

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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