PRESS RELEASE: Mattersight Corporation, a leading provider of enterprise analytics, today announced that it has partnered Altivon, an Interactive Intelligence partner focused on designing, implementing, and supporting contact center solutions, to resell its Predictive Behavioral Routing solution. Mattersight® Predictive Behavioral Routing matches customer calls with the best available contact center agent based upon communication preferences, personality, and other behavioral characteristics.
“We are extremely excited to partner with an innovative company like Altivon. This new partnership further validates the market for analytics-assisted routing,” said Brett Theisen, VP of Strategic Business Development, Mattersight. “Our Predictive Behavioral Routing solution offers Altivon’s customers the ability to route callers more effectively based on the caller’s behavior, with the end goal of giving the caller a positive and more effective customer experience.”
Mattersight® Predictive Behavioral Routing predicts which agent is best-suited to handle a caller based on individual customer behavioral data and agent performance data. When businesses utilize behavioral pairing, they drive additional sales, reduce attrition, and decrease costs.
“Mattersight’s Predictive Behavioral Routing is a solution that is unique in the market and we believe that it will deliver a great return on investment to our customers,” said Bruce Andersen, CEO and Founder, Altivon. “Our relationship with Mattersight is a great example of how we continuously improve the options available to our customers to evolve and optimize their operations. Behavioral routing creates an opportunity to deliver better experiences for both customers and agents.”
Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight® Behavioral Analytics captures and analyzes customer and employee interactions, employee desktop data and other contextual information to optimally route customers to the best available employee, 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 solutions are used by leading companies in Healthcare, Insurance, Financial Services, Telecommunications, Cable, Utilities, Education, Hospitality and Government. See What Matters™ by visiting www.Mattersight.com.
Altivon provides services and solutions that enhance contact center effectiveness, elevate the customer experience and evolve to meet customer interaction requirements now and into the future. Founded in 1989, Altivon is headquartered in Phoenix, Arizona and has offices across the U.S. and Canada. Visit www.altivon.com.