Mattersight Listed in Gartner’s Hype Cycle for Contact Center Infrastructure, 2015

PRESS RELEASE: Mattersight Corporation announced that it has been identified in the Gartner “Hype Cycle for Contact Center Infrastructure, 2015” report. Mattersight is named as a sample vendor for the following categories: mediated interaction matching, emotion detection/recognition, customer engagement center interaction analytics, speech analytics and customer engagement center quality management.

Mattersight’s Predictive Behavioral Routing solution improves call center experiences by connecting customers with call center agents who are proven to be most compatible with their personality types. According to the Gartner “Hype Cycle for Contact Center Infrastructure, 2015” report, “Matching the personalities of customers and employees has proved to reduce call resolution duration and to improve customer satisfaction.”

Also in the report, Mattersight was named as a sample vendor for speech analytics solutions. According to Gartner, “audio-mining/speech analytics solutions:

  • Improve customer engagement center agent performance and compliance
  • Increase customer satisfaction by identifying issues and taking the appropriate actions
  • Enable a better understanding of customer needs and issues
  • Provide insights into product feedback, pricing issues and market campaign effects
  • Improve access to previously unsearchable audio information and assets, such as analyst calls or educational materials”

“Our focus is on creating technology that drastically improves call center experiences for both callers and agents by improving call chemistry,” said Jason Wesbecher, CMO at Mattersight. “We believe being named by Gartner in this report reinforces the fact that we’re shaping the future of customer experience.”

Source: Gartner, Inc., “Hype Cycle for Contact Center Infrastructure, 2015,” by Drew Kraus, 31 July 2015.

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