Behavioral Analytics

Mattersight® Behavioral Analytics is the only solution available with millions of pre-built algorithms that automatically decode every second of captured human interaction to provide the enterprise with actionable insight to drive significant business value. Behavioral Analytics consists of three main solutions that can be deployed independently or in conjunction with one another to drive improvement in sales, retention, service cost reduction, customer experience, customer satisfaction and Net Promoter Score® (NPS), collections, fraud detection, student enrollment, and compliance.

  • Mattersight® Predictive Behavioral Routing automatically identifies the optimal customer/employee pairing for each individual caller based upon communication styles, personality mapping, and behavioral characteristics. This information is utilized by the existing routing architecture to match customers with the best available employee, thus increasing the likelihood of a better interaction. As a result, companies are capable of driving immediate improvements while leveraging existing employees and processes.
  • Mattersight® Predictive Customer Analytics leverages analytics extracted from customer interactions to automatically predict future customer behavior, such as customer satisfaction scores and NPS for each customer without surveys, and also predicts future purchase and attrition likelihood. The resulting data is used to improve operational performance and for proactive customer communications.
  • Mattersight® Performance Management automatically identifies the largest improvement opportunity for each employee down to the specific performance attribute. The best interaction examples demonstrating this performance are delivered to employees with targeted feedback. All coaching activity and comments are also tracked and analyzed to improve supervisor and manager effectiveness. This closed loop process drives a reduction in employee performance variability and a significant improvement in overall business results.

Behavioral Analytics also includes high-fidelity stereo call recording and screen capture, robust desktop analytics and sophisticated speech analytics as underlying platform capabilities.

To deliver these solutions and drive significant business value, Behavioral Analytics captures customer and employee interactions, and then automatically analyzes every second of every captured interaction in the cloud, using millions of proprietary algorithms and unique behavioral models.

Capture

Extensive information and insight can be extracted from unstructured customer-employee interactions and desktop activity. Capturing and linking interactions and activity to get a complete view of each customer’s experience is a difficult problem to solve. Our solutions capture customer and employee interactions across a variety of customer touch points to get a complete view of each customer’s experience and every individual employee’s performance.

Analyze

Sophisticated and contextually accurate algorithms decode unstructured interactions to create meaningful new data attributes and actionable insight.  We’ve built millions of algorithms over the past decade identifying hundreds of new contextually accurate data attributes on every call to better understand employee performance and customer expectations and behaviors.

Operationalize & Monetize

Understanding customer-employee interactions is not enough to drive business value and improve customer experience. Our solutions make insights actionable and ensure our clients meet and exceed their business case objectives, delivering returns of 3X to 10X the monthly user fee.