Monitor Every Conversation
Analyze 100 percent of your conversations for potential compliance risk.
Target Compliance Issues
Automatically flag and assign conversations for further review by your compliance team.
Ensure Process Adherence
Implement your process framework and let Mattersight measure agent adherence.
Proactively identify and report on key events.
Enhance Customer Experience
Be promptly notified when customer life events (birth, death, marriage) are discussed to better service your customer needs.
Increase Customer Satisfaction
Get alerts when customers have poor experiences with the contact center and proactively resolve the issues.
Receive alerts, allowing for quick mitigation of potential fraud or compliance risks surfaced on a customer conversation.
Streamline your QA process with increased efficiency by analyzing 100% of your conversations and automatically flagging for QA review.
Analyze 100% of Conversations
Evaluate every customer conversation for adherence to your QA checklist through consistent measurement and scoring methodology.
Automate QA Assignments
Automatically flag and assign audit conversations to the QA team based on agent needs and organizational priorities.
Streamline the QA Process
An easy-to-use web portal allows your QA team to focus on the right conversations with the right agents at the right time.
Capture customer interaction data in high definition. Build the foundation of your enterprise customer analytics engine.
Mattersight goes beyond tone and tenor, using stereo recording, agent phone data, and best-in-class transcription to understand the complex interplay between customers and agents.
Build the foundation for a high powered analytics engine with high-quality and organized data.
World-class data and security: ISO27001, HIPAA, PCI-DSS, SOC 2, AICPA, and Privacy Shield Framework.
Automated Call Categorization
Automatically categorize 100 percent of calls against enterprise and organic libraries to reduce the need for agents to select a call reason in agent desktop application.
Turn Seconds Into Dollars
Agents spend unnecessary time on every call to determining the call reason(s). Use analytics and linguistics to automate this process.
Increase Consistency and Compliance
Existing call categorization libraries are complicated and applied inconsistently. Ensure categorization rules are applied uniformly on every call.
Recognize trends. Aggregate results across the customer journey to measure customer effort.