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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.

Compliance Products

Alerts

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.

Reduce Risk

Receive alerts, allowing for quick mitigation of potential fraud or compliance risks surfaced on a customer conversation.

QA Automation

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.

Conversation Data

Capture customer interaction data in high definition. Build the foundation of your enterprise customer analytics engine.

Better Data

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.

Deeper Analytics

Build the foundation for a high powered analytics engine with high-quality and organized data.

Reduced Risk

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.

Improve Insights

Recognize trends. Aggregate results across the customer journey to measure customer effort.

Learn more about our Compliance products.

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