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Pair your customers with the agent best equipped to handle their unique personality style and see measurable conversion improvements.
Coach Winning Behaviors
Deliver the targeted and personalized coaching that leads to more sales and better retention.
Predict Customer Intent
Marry our conversation data with your own CRM data to understand what your customers will do next.
Sales Effectiveness Products
Routing for Sales
Accelerate revenue growth, increase customer satisfaction, and boost agent performance.
Accelerate Revenue Growth
Increase sales conversion, reduce bad debt expense, and retain customers—all powered by better pairing customers and agents.
Increase Customer Satisfaction
Achieve measurable improvements in key customer satisfaction metrics.
Boost Agent Performance
Increase agent performance while reducing conversation distress.
When you combine your CRM or survey data with Mattersight Analytics, you can use call outcomes to make smarter business decisions.
Predict Customer Behavior
From purchasing intent to customer satisfaction, powerful algorithms uncover insight into your customers' behavior.
Score 100% of Conversations
Gather the data and insights necessary not only to understand what your customers intend to do next, but why they are doing it.
Robust customer insights allow you to proactively address customer needs and drive action throughout your organization.
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.
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.
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.
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.