Altivon teams with Mattersight to deliver a new level of call routing that improves the experience for both customer and agent. By making a best-match between agent and caller, we are able to improve both efficiency and experience. Altivon experts will work with contact centers up to 5,000 seats to integrate this key technology.
Mattersight Predictive Behavioral Routing matches customer calls with the best available contact center agent based on communication preferences, personality, and other behavioral characteristics. You can route callers more effectively based on the caller’s behavior, with the end goal of giving the caller a positive and more effective customer experience.
Mattersight Predictive Behavioral Routing predicts which agent is best-suited to handle a caller based on individual customer behavioral data and agent performance data. Mattersight’s Analytics are based on millions of proprietary algorithms and the application of unique behavioral models.
When businesses utilize behavioral pairing, they drive additional sales, reduce attrition, and decrease costs. Behavioral routing creates an opportunity to deliver better experiences for both customers and agents.