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Mattersight Corporation

Winner in: 2014

Mattersight® Predictive Behavioral Routing uses advanced predictive algorithms to automatically pair each caller with the best available agent to handle that specific caller based upon agent performance variability and customer data, including personality, communication style, behavioral characteristics, and previous interaction history. This offering requires no changes to existing personnel or processes and integrates easily with market-leading telephony and routing systems. As a result, companies are capable of driving an immediate 10%-25% improvement in costs, sales, retention, first call resolution, collections, customer satisfaction, or other critical contact center metrics. The solution is offered via a SaaS model and includes a no risk free trial so that our clients typically experience a 3X or better ROI.