Source: Market Wired
CHICAGO, IL–(Marketwired – Dec 7, 2015) – Mattersight Corporation (NASDAQ: MATR), the pioneer in personality-based software applications, today announced that it has recently received a new patent related to its behavioral analytics solution, which leverages advanced linguistic algorithms with consumer behavioral data to improve customer call center interactions, employee performance and business outcomes.
U.S. Patent Number 9,191,510, entitled Methods and System for Analyzing Multichannel Electronic Communication Data, covers an invention that aggregates customer communication data from multiple sources including publicly-available social media communications, applies a language-based behavioral model to the communication data, and displays real-time coaching to call center agents’ desktops based on an analysis of that data.
President and CEO Kelly Conway says that the new patent represents an important win on both ends of the call center conversation. “The more insight a call center agent has into a customer’s feelings about a brand, whether from a prior call interaction, a Tweet or a Facebook post, the better equipped the agent will be to improve that customer’s next experience.”
Mattersight offers a complimentary ROI calculator for businesses interested in seeing how its routing solution can improve customer experience and bottom-line metrics. To calculate your company’s ROI with Mattersight, visit roi.mattersight.com.
Mattersight’s mission is to help brands have more effective and effortless conversations with their customers. Using a suite of innovative personality-based software applications, Mattersight can analyze and predict customer behavior based on the language exchanged during service and sales interactions. This insight can then facilitate real-time connections between customers and the agents best capable of handling their needs. Mattersight’s patented stack of SaaS applications has influenced hundreds of millions of shorter, more satisfying customer interactions. Organizations across the Financial Services, Healthcare, Technology and Telco industries rely on Mattersight to drive customer retention, employee engagement and operating efficiency. An independent research study documents the average return on investment for these organizations is 344%. To learn more about how Mattersight can help your company, please visit www.mattersight.com .Tags: Mattersight, Mattersight IP, Patent for Behavioral Analytics Solution