Harness your untamed call center data to predict the perceptions, attitudes, and behaviors of your customers
Customers buy from companies because of their products, but often leave them because of their service. Mattersight® Predictive Analytics gives clients the peace of mind that service gaps, unhappy customers, and even upsell opportunities are automatically identified across every single conversation.
Our solution combines existing call center data with new interaction insights to assign a predictive score to each call. By capturing, analyzing, and decoding every second of the customer-agent conversation, Mattersight can automatically predict CSAT, NPS, customer effort, and churn.
By applying Mattersight Predictive Analytics to the call center, our customers have been able to:
- Drastically reduce the need for (often inaccurate) customer surveys
- Design proactive response strategies for at-risk customers
- Improve business processes that create the most customer friction
- Decrease customer attrition by as much as 33%
future customer behavior to improve outcomes & reduce attrition
operational performance by identifying flawed processes
manual surveys with objective, contextually accurate data
predictive models to create a custom business environment