Source: Market Wired
Mattersight Issued New Patent for Customized Call Search Capability
Personality Search Engine Improves Training Efficiency and Gives Companies Deep Insight Into Customer Experience
CHICAGO, IL–(Marketwired – Mar 10, 2016) – For nearly a decade, personality-based SaaS software pioneer Mattersight Corporation (NASDAQ: MATR) has mined customer language to uncover the keys to shorter, more effective conversations. A new patent issued to Mattersight has further protected this unique capability.
Selecting and Navigating Call Examples for Playback and Analysis covers the invention known at Mattersight as the “personality search engine.” This invention enables Mattersight’s software to analyze customer phone calls, and then search through mountains of structured and unstructured data to isolate moments that illustrate specific personality matches and mismatches.
Mattersight COO David Gustafson, one of the solution’s inventors, says that the ability to run a customized search on recorded calls gives users an unprecedented degree of insight into customer patterns and agent performance.
“When supervisors and trainers can quickly and easily identify customer personality patterns and emotional states, they can more effectively coach to the optimal customer outcomes,” said Gustafson. “You’re giving an agent extremely concrete feedback on why and where conversations go wrong, and what they can do to change that. The impact on customer experience is profound and in most cases, it’s immediate.”
The covered invention supports Mattersight’s entire suite of Behavioral Analytics applications, including its Quality Assessment and Performance Coaching products, which are currently being used by Fortune 50 companies in a variety of industries.
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 stack of patented 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: Behavioral Analytics application, David Gustafson, Mattersight, patent, SaaS software, search engine, Selecting and Navigating Call