Mattersight Predictive Behavioral Routing Receives TMC's CUSTOMER Magazine 2014
Product of the Year Award
CHICAGO, IL -- (Marketwired) -- 01/27/14 -- Mattersight Corporation
(NASDAQ: MATR) today announced that TMC has named Mattersight(R)
Predictive Behavioral Routing as a CUSTOMER Magazine 2014 Product of
the Year Award Winner. This marks the second consecutive year for
Mattersight to be recognized, with Mattersight(R) Behavioral
Analytics receiving a Product of the Year Award in 2013.
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 continues to experience accelerating momentum for its
Predictive Behavioral Routing solution, closing a record 22 new
pilots in Q4 (up from a previous record of 17 in Q3).
"On behalf of both TMC and CUSTOMER magazine, it is my pleasure to
honor Mattersight with a 2014 Product of the Year Award," said Rich
Tehrani, CEO, TMC. "Its Predictive Behavioral Routing solution has
proven deserving of this elite status and I look forward to continued
innovation from Mattersight in 2014 and beyond."
The 16th Annual Product of the Year Award winners are published in
the January/February 2014 issue of CUSTOMER magazine,
For more information on Mattersight's Predictive Behavioral Routing
solution or its trial program, please send requests to:
firstname.lastname@example.org or visit www.mattersight.com/PBR.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix
Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under
Mattersight is a leader in enterprise analytics focused on customer
and employee interactions and behaviors. Mattersight(R) Behavioral
Analytics captures and analyzes custo
mer 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
Executive Vice President of Products and Marketing
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