Updated Version of Mattersight's Predictive Software App Released

By CIOReview | Thursday, June 11, 2015
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CHICAGO, IL:  Customer and client interaction plays a very important role in the business development. Behavioral analytics can help improve these interactions at a great level for businesses. Mattersight Corporation, a provider of behavior analyzing software applications, releases Version 3 of its Predictive Behavioral Routing algorithm.

 Elevating Mattersight’s commitment to enhance customer experience gains for its clients the new version will enable organizations have shorter and more efficient conversations with customers’, thus advancing client key performance by 20 to 25 percent.

The Predictive Behavioral Routing algorithm creates a connection between customers and agents based on the interactions. When a customer calls, the call is routed to the agent who is most suitable to handle that customer, thus improving customer satisfaction. The algorithm can analyze and predict behavior based on the language exchanged during service and sales communication.

"The ability to connect consumers with agents based on personality data is a game-changer for customer experience professionals." says David Gustafson, Interim CFO and EVP of Product and Customer Operations.