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News : Mattersight Issued New Patent for Personality-Based Call Routing
Chicago, IL, USA, June 2, 2016 -- Pairing customers with the right call center agents has been a centerpiece feature of Mattersight Corporation's (NASDAQ: MATR) solution suite for years. A recently-issued patent further refines that pairing process, and affirms the behavioral analytics SaaS providers's position in designing technologies that drive improved customer experiences and business outcomes.
System for Automatically Routing a Communication supports Mattersight's personality-based routing application.
The invention covered by the new patent enables Mattersight's analytics engine to blend the company's exclusive personality data with a host of other known information, including demographic data and prior call behavior.
COO David Gustafson, one of the solution's inventors, said "Personality has proven to be an excellent predictor of optimal customer/agent pairings. But in any relationship, the more you know about the other person, the better able you are to give them what they want and need." Gustafson said this invention gives businesses a way to provide their customers with an exceptionally personalized and positive service experience."
Posted by Veronica Silva Cusi, news correspondent
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Mattersight Corporation, formerly known as eLoyalty, is a publicly traded company that provides SaaS-based enterprise behavioral analytics software. It's software focusses on customer-employee interaction and behavior.
Published: Monday, June 6, 2016