CHICAGO, IL — (Marketwired) — 10/29/14 — Mattersight Corporation (NASDAQ: MATR), a leading provider of enterprise analytics, today announced its receipt of a newly issued patent related to its Predictive Behavioral Routing solution. On October 21, 2014, the United States Patent and Trademark Office issued to Mattersight U.S. Patent Number 8,867,733 entitled Real-Time Predictive Routing.
A previously granted Mattersight patent covers using caller personality identified from historical interactions to route phone calls. This new patent expands upon that patent to cover:
All types of incoming customer interactions, including phone calls, chats, emails, and sales leads
Predicting the personality type of the customer in real time
Configurable real-time management of agent workload
“We continue to be pleased with our expanding patent portfolio, now at twelve issued U.S. patents,” said Kelly Conway, President and CEO of Mattersight Corporation, “There–s a significant market opportunity in identifying and leveraging behavioral data to make every interaction better, and these patents are a valuable asset as we continue to grow this market.”
Mattersight® 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%-25% reduction in costs, improvement in sales, reduction in attrition, improvement in first call resolution, or increase in customer satisfaction or Net Promoter Scores® (NPS).
For more information on Mattersight–s Predictive Behavioral Routing solution or its trial program, please send requests to: or visit . For a list of Mattersight–s issued patents visit our Patents page: .
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under license.
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 .
David Gustafson
EVP of Product and Customer Operations
847.582.7016
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