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About Mattersight
Behavioral Analytics is a Cloud Based Managed Service to extract insights and drive operational value using all customer and employee interaction data Worlds most advanced linguistic processing algorithms
Weve decoded the genome for human language in a business context
Analyzed Over 1 Billion Interactions for Customer Satisfaction, Service, Sales, Collections and Fraud Strongly centered on behavior:
Behavior = + Personality (who you are) Actions (what you do)
Millions of customer and employee interactions occur across an organization on a daily basis
Highly variable customer expectations and behaviors Highly variable employee performance
Sheer size and complexity of collecting, descrambling and reorganizing voice, desktop and multi-channel interaction data can be overwhelming, making it very difficult to understand and act on these insights
Checks on Website
Talks to CSR
Desirable Outcome
Undesirable Outcome
Agent
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Caller
Caller with 5 Recent Calls all with Distress
Employee
Best Available Agent Handling Callers in Distress
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Business Results
10% increase in customer satisfaction (CSAT) across sales and service within 6 months of deploying predictive CSAT combined with performance management 5.5% decrease in costs within 12 months across all service agents 45% improvement in sales closure rates within 12 months across all sales agents
Deployment
Behavioral Analytics Service and Sales Application with Predictive Analytics & Performance Management 700 service agents across 3 sites 800 sales agents across 3 sites
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Case Study
Our client provides health care insurance for approximately 3 million military members, retirees and their families Business Objectives
Improve call center efficiency and effectiveness by reducing Average Talk Time (ATT) and Average Contact Time (ACT)
Business Results
Immediate 29% ATT reduction and 13% ACT reduction for calls routed by Predictive Routing
Deployment
Behavioral Analytics Predictive Routing Application 200 agents
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