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Leading Pharmacy Benefits Manager to Pilot Mattersight's Predictive Behavioral Routing to Reduce Customer Service Costs and Improve Customer Satisfaction
CHICAGO, IL, Jan 02, 2013 (MARKETWIRE via COMTEX) --
Mattersight Corporation (NASDAQ: MATR) today announced the signing
of another pilot contract for its Predictive Behavioral Routing
solution. The pilot is with an existing customer that is among the
largest pharmacy benefits managers in the United States. In the
pilot, Mattersight will integrate its Predictive Behavioral Routing
solution into the customer's existing Cisco routing architecture to
reduce customer service costs and improve customer satisfaction.
Mattersight's Predictive Behavioral Routing solution 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(R)).
Mattersight recently announced a new trial program of its innovative
Predictive Behavioral Routing solution. Details of the new program
include:
-- No long-term commitment
-- All hardware, software and implementation costs absorbed by
Mattersight
-- 60 days usage of Predictive Behavioral Routing
-- Immediate estimated improvement of 10%-50% of the selected target
metric (e.g., reduced costs, improved sales, increased first call
resolution, etc.)
-- No process changes or employee training required
For more information on Mattersight's Trial Program or on the
Predictive Behavioral Routing solution, please send requests to:
info@mattersight.com or visit www.Mattersight.com/trialoffer.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix
Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under
license.
About Mattersight
Mattersight is a leader in enterprise analytics focused on customer
and employee interactions and behaviors. Mattersight's Behavioral
Analytics service captures and analyzes customer and employee
interactions, employee desktop data and other contextual information
to 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 applications are used by leading companies in
Healthcare, Insurance, Financial Services, Telecommunications, Cable,
Utilities, Education, Hospitality and Government. See What
Matters(TM) by visiting www.Mattersight.com.
Contacts
David Gustafson
Vice President of Marketing & Product Management
847.582.7016
David.Gustafson@Mattersight.com
Mark Iserloth
Vice President and Chief Financial Officer
312.454.3613
ir@mattersight.com
SOURCE: Mattersight Corporation
mailto:David.Gustafson@Mattersight.com
mailto:ir@mattersight.com
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