Mattersight [NASDAQ:MATR]: Redefining the Customer-Agent Connect

Today, with the proliferation of various interaction channels to capture and leverage new sources of insights and improve customer experience, multi-channel call centers are evolving into cross-channel. Alongside, technological advancements like mobile applications, use of big data, and social media are empowering clients with additional tools and resources to make purchases. As a result, businesses are focusing more on listening and engaging customers better across multiple channels. Mattersight [NASDAQ:MATR] steps in this tumultuous scenario with its personality-based SaaS applications, to help clients and agents connect better by analyzing and predicting customer behavior based on the language exchanged during service and sales interactions. “We analyze conversations, unstructured data that people have and use them to understand our customers better,” explains Kelly Conway, President and CEO, Mattersight. With the help of proprietary algorithms and unique behavioral models, the firm facilitates real-time connections between customers and the agents to derive meaningful insights.

Mattersight Predictive Behavioral Routing enables users to decrease Average Talk Time (ATT) by as much as five minutes, increase First Caller Resolution (FCR) by more than 30 percent, and accelerate sales conversions in a short span of time. The application evaluates the clients’ natural predispositions and communication preferences to determine the best-available agents to communicate with the customers.

The Mattersight Performance Coaching, with the help of deep data analytics drills down to specific behaviors of individual agents and the insights enable the company to understand people’s behavioral profiles, preferences and appoint agents to handle their problems accordingly. Users can seamlessly decrease customer attrition, improve closing rate for sales and reduce customer service cost. The web-based coaching portal of the application has heat maps which empowers the agents and their supervisors to identify the gaps in the conversation and improve performance for a better interaction with customers.