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Predictive Behavioral Routing

What’s true in personal relationships is also true in your contact center:
Success comes down to chemistry

In our personal lives, we automatically gravitate towards people with whom we have a natural, easy chemistry. These positive personality connections are central to our happiness because within them, we feel listened to, understood, respected, and valued in exactly the ways we want to be. Mattersight® Predictive Behavioral Routing facilitates these kinds of connections within the call center.

Our award-winning solution uses millions of proprietary algorithms to identify the best agent to handle each caller based on the agent’s past performance and personal strengths, and the customer’s personality and other behavioral characteristics. It then instantaneously connects the caller to the best-available agent, instead of via the traditional “longest available” routing process. This personality-based pairing immediately and profoundly improves the customer experience, as well as the business metrics that flow from that experience.

Mattersight customers have used Predictive Behavioral Routing to:

  • Improve customer satisfaction (CSAT) by 12%
  • Decrease Average Talk Time (ATT) by as much as 5 minutes
  • Increase First Call Resolution (FCR) by 30+%
  • Dramatically increase sales conversions in as few as 30 days

Capabilities

  • Integration

    Integrates

    seamlessly into existing telephony architecture without any changes to people or processes

  • Connections

    Connects

    callers and best-available agents within milliseconds

  • Metrics

    Improves

    key metrics the very moment the solution is turned on

  • Protect

    Protects

    data via advanced encryption and encoding

Mattersight
300% ROI in just 90 DAYS CALCULATE MY ROI