Mattersight Provides Update on Its Predictive Behavioral Routing Solution

Mattersight Provides Update on Its Predictive Behavioral Routing Solution 
CHICAGO, IL -- (Marketwired) -- 05/08/13 --  Mattersight Corporation
(NASDAQ: MATR) today provided an update on key milestones in the
development of Mattersight(R) Predictive Behavioral Routing including
the results of its initial deployments, the addition of new pilots,
the growth of its pipeline, and the progress in building a partner
channel to re-sell this solution. 
Impressive Initial Deployment Results 
The results of the recent Predictive Behavioral Routing deployments
are as follows: 

--  18% reduction in talk time for an HMO
--  1 minute reduction in talk time for calls routed by Predictive
    Behavioral Routing for a second HMO
--  14% increase in sales conversion rate for a leading pharmaceutical

Mattersight(R) Predictive Behavioral Routing drove these benefits
almost immediately, and without any changes in technology, people or
business process. 
New Pilots and Significant Pipeline Growth 
Mattersight added two new Predictive Behavioral Routing pilots Q2
quarter to date and currently has four pilots in progress. In
addition, Mattersight increased its Predictive Behavioral Routing
pipeline by approximately 4X in Q1, from 15 to 57 opportunities.  
Emerging Partner Channel 
Mattersight has signed three partners who have agreed to refer or
re-sell Predictive Behavioral Routing. These partners have a total
installed base of approximately 170 call center customers.
Mattersight expects to sign two to three additional resellers in Q2,
resulting in a total partner installed base of approximately 300 call
center customers. 
About Predictive Behavioral Routing 
Mattersight(R) 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(R) (NPS). 
Mattersight(R) Predictive Behavioral Routing delivers this benefit
using existing employees and processes, and requires no changes to
employee performance or skill sets. The solution is delivered in a
SaaS model and integrates easily to market-leading telephony and
routing systems to route callers based on this robust predictive
pairing analysis. 
For more information on Predictive Behavioral Routing or a trial
program, please send requests to: or visit  
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix
Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under
About Mattersight  
Mattersight is a leader in enterprise analytics focused on customer
and employee interactions and behaviors. Mattersight(R) 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(TM) by
Mark Iserloth
Vice President and Chief Financial Officer
David Gustafson
Vice President of Marketing and Product Management 
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