Contact Center Industry News

TMCNet:  Leading Pharmacy Benefits Manager to Pilot Mattersight's Predictive Behavioral Routing to Reduce Customer Service Costs and Improve Customer Satisfaction

[January 02, 2013]

Leading Pharmacy Benefits Manager to Pilot Mattersight's Predictive Behavioral Routing to Reduce Customer Service Costs and Improve Customer Satisfaction

(Marketwire Via Acquire Media NewsEdge) CHICAGO, IL -- (Marketwire) -- 01/02/13 -- Mattersight Corporation (NASDAQ: MATR) today announced the signing of another pilot contract for its Predictive Behavioral Routing solution. The pilot is with an existing customer that is among the largest pharmacy benefits managers in the United States. In the pilot, Mattersight will integrate its Predictive Behavioral Routing solution into the customer's existing Cisco routing architecture to reduce customer service costs and improve customer satisfaction.

Mattersight's Predictive Behavioral Routing solution identifies the optimal customer/employee pairing for each individual caller based upon communication styles, personality mapping, and behavioral characteristics. This information is utilized by the existing routing architecture to match customers with the best available employee, thus increasing the likelihood of a behavioral connection. As a result, companies are capable of driving an immediate 10%-50% reduction in costs, improvement in sales, reduction in attrition, improvement in first call resolution, or increase in customer satisfaction or Net Promoter Scores® (NPS®).

Mattersight recently announced a new trial program of its innovative Predictive Behavioral Routing solution. Details of the new program include: No long-term commitment All hardware, software and implementation costs absorbed by Mattersight 60 days usage of Predictive Behavioral Routing Immediate estimated improvement of 10%-50% of the selected target metric (e.g., reduced costs, improved sales, increased first call resolution, etc.) No process changes or employee training required For more information on Mattersight's Trial Program or on the Predictive Behavioral Routing solution, please send requests to: or visit

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under license.

About Mattersight Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight's Behavioral Analytics service captures and analyzes customer and employee interactions, employee desktop data and other contextual information to improve operational performance and predict future customer and employee outcomes. Mattersight's analytics are based on millions of proprietary algorithms and the application of unique behavioral models. The company's SaaS+ delivery model combines analytics in the cloud with deep customer partnerships to drive significant business value. Mattersight's applications are used by leading companies in Healthcare, Insurance, Financial Services, Telecommunications, Cable, Utilities, Education, Hospitality and Government. See What Matters™ by visiting

Contacts David Gustafson Vice President of Marketing & Product Management 847.582.7016 Mark Iserloth Vice President and Chief Financial Officer 312.454.3613 Source: Mattersight Corporation

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