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
Today's Tip of the Day - What Does Your Business Need?
More Editorial From mattersight
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
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Upstream Works provides best-in-class Omnichannel Contact Center software to increase customer engagement and agent success. We bring the omnichannel customer journey together across all applications ...
ShoreTel delivers IP telephony solutions to the enterprise. The spark for this solution emerged out of frustration. While purchasing a phone system at a previous venture, ShoreTel''''s co-founders wer...
Dialogic is a provider of technologies based on open standards such as host media processing and other multimedia products that enable its customers and partners to deliver mobile, video, IP, and TDM ...