CHICAGO, IL--(Marketwired - Apr 15, 2015) - Mattersight Corporation (
Mattersight® Predictive Behavioral Routing identifies an individual caller's personality type through analysis of customer history and a variety of behavioral data, then instantly connects that caller to the available call center agent with whom they're most likely to have a positive personality connection. As a result, companies are capable of driving an immediate 10%-50% improvement in key metrics, including sales conversion, customer attrition, and operational costs.
This new certification builds on the two companies' existing relationship, and confirms that Mattersight® Predictive Behavioral Routing has been rigorously tested and meets the strict design and integration standards set by Genesys.
"We are thrilled to further strengthen our relationship with Genesys with this new level of validation," said Mattersight CTO, Jeff Geltz. "Our ability to demonstrate full integration with all Genesys systems will allow us to continue to meet the growing demand for Mattersight Predictive Behavioral Routing, and provide our mutual customers with a simple, efficient, streamlined solution deployment, and an exceptional experience."
About Mattersight
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, 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%.
Mattersight offers a complimentary Impact Analysis for businesses interested in seeing how its routing solution can improve customer experience and bottom-line metrics. To request a demo, visit www.mattersight.com/request-demo
About Genesys
Genesys is the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797 .
Contact Jason Wesbecher Chief Marketing Officer Jason.Wesbecher@Mattersight.com
