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Better Connections

Pair your customers with the agent best suited to handle their unique situation and see improved outcomes.

Customer Insight

Measure customer satisfaction on 100 percent of your conversations to understand customer sentiment.

Improve Performance

Identify the agents, events, products, or groups that most impact the customer experience. Provide personalized coaching to drive improvement.

Customer Experience Products

Predictive NPS

Integrate your existing satisfaction survey with Mattersight's powerful behavioral algorithms to automatically predict NPS scores on every customer conversation.

Predict Customer Satisfaction

Powered by behavioral analytics, conversation data and historical survey scores, we predict how customers would respond to your existing satisfaction survey.

Score 100% of Conversations

Traditional surveys come with selection biases and low response rates. Deliver the insight you need without the need to survey all your customers.

Actionable Insights

The depth of survey insights allow you to drive actionable steps throughout the organization.

Routing

Make significant improvements in customer satisfaction, operational efficiency and contact center performance.

Increase Customer Satisfaction

Achieve measurable improvements in key customer satisfaction metrics.

Improve Operational Efficiency

Generate significant savings with first call resolution and talk time reduction.

Boost Agent Performance

Increase agent performance while reducing conversation distress.

Coaching

Get a 360-degree view of contact center performance, allowing you to implement targeted and personalized coaching to increase agent engagement and boost customer satisfaction.

Drive Improvement

Easily identify the people and locations that impact you the most so that you can implement improvements to drive organizational success.

Personalize Your Coaching Strategy

Identify the key metrics and underlying drivers of contact center performance. Understand which groups, locations, supervisors and agents can generate quick wins.

Visualize Your Data

Use powerful visualizations, including heat maps, call paintings, and an intuitive interface to quickly identify improvement areas.

Trending Topics

Synthesize your unstructured conversation data into customer sentiments. Tie insights to your CRM data to improve business outcomes.

Unsupervised Call Topics

Automatically identify contents and prevalence of conversation topics.

Promote Customer Intimacy

Understand what your customers care about through near real-time voice of the customer insights.

Drive Business Outcomes

Tie customer sentiments to business outcomes. Understand what topics lead to cancellation, purchase intent or satisfaction.

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.

Learn more about our Customer Experience products.

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