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
seamlessly into existing telephony architecture without any changes to people or processes
callers and best-available agents within milliseconds
key metrics the very moment the solution is turned on
data via advanced encryption and encoding