Mattersight Corporation
TypePublic
Nasdaq: MATR
IndustryEnterprise analytics
Founded2006
Headquarters
Chicago, Illinois
,
United States
Area served
Worldwide
Key people
Kelly Conway, President and CEO
WebsiteMattersight.com

Mattersight Corporation, formerly known as eLoyalty, is a publicly traded company that provides SaaS-based enterprise behavioral analytics software.[1][2][3][4][5][6] Its software focuses on customer-employee interaction and behavior.[7] The company is headquartered in Chicago, Illinois and was founded in 1994.[4][8]

History

Mattersight was founded as the Behavioral Analytics service line within eLoyalty, a call center consulting and technology services firm, by president and CEO Kelly Conway in 2006.[9][10][11] In 2011, TeleTech acquired the Integrated Contact Solutions unit of eLoyalty. The behavioral analytics unit launched as Mattersight Corporation.[12][13] In 2014, Mattersight was recognized by Customer Magazine for Product of the Year Award for the second consecutive year.[14][15] In 2013, the company raised $6 million through selling shares.[16]

Service

Mattersight provides a software-as-a-service using predictive customer analytics, speech analytics, and behavioral analytics technologies to analyze and improve contact center performance and agent interactions.[17] It uses a data analysis system that listens to the way customers respond on the telephone, analyzing communication patterns, grammar, word choice, tone, volume, pauses, and other communication metrics. Mathematical algorithms then interpret vocal features, compare them to their databases, and arrive at a personality profile for each customer, who is then matched with a service agent with whom the customer is most compatible.[18]

See also

Further reading

  • Cook, Scott (October 2013). "Personality Matters: Behavioral analytics is now a reality in contact centres" (PDF). Direct Marketing Magazine. 26 (3): 5. Archived from the original (PDF) on 2013-10-29. Retrieved 2013-10-25.
  • Steiner, Christopher (2012). Automate This: How Algorithms Came to Rule Our World. New York: Penguin Group (USA) Inc. ISBN 9781101572153.

References

  1. ↑ "Meet the Company That Records Your Calls for Quality Assurance". Wired. Retrieved October 6, 2013.
  2. ↑ Christopher Steiner (January 26, 2011). "Making Call Centers Really Hum". Forbes. Retrieved January 13, 2014.
  3. ↑ "5 Exciting Tech Companies You've Probably Never Heard Of". Forbes. Retrieved October 6, 2013.
  4. 1 2 "Mattersight Corporation". New York Times. Retrieved October 6, 2013.
  5. ↑ "Mattersight". Investor Growth Capital. Retrieved October 6, 2013.
  6. ↑ Greg Satell (May 6, 2013). "Computers Know More About You Than You Think". Business Insider. Retrieved January 13, 2014.
  7. ↑ "Mattersight Corp". Retrieved October 6, 2013.
  8. ↑ "Mattersight Corp". Bloomberg Businessweek. Archived from the original on October 19, 2012. Retrieved October 6, 2013.
  9. ↑ E.B. Boyd. "How a Personality Test Designed to Pick Astronauts is Taking the Pain Out of Customer Support". Fast Company. Retrieved January 13, 2014.
  10. ↑ Greg Satell (April 11, 2013). "Machines Are Taking Over The Workplace Even More Rapidly". Business Insider. Retrieved January 13, 2014.
  11. ↑ "2006 Annual Report" (PDF). eLoyalty. Retrieved 7 March 2014.
  12. ↑ "TeleTech (TTEC) Completes $35.6M Acquisition of eLoyalty's (ELOY) ICS Business". Street Insider. May 31, 2011. Retrieved January 13, 2014.
  13. ↑ Brett Nelson (May 4, 2012). "What Technology CAN'T Do". Forbes. Retrieved January 13, 2014.
  14. ↑ "Customer recognizes Product of the Year Winners". Customer Magazine. Retrieved January 13, 2014.
  15. ↑ "TMC Announces 2014 CUSTOMER Product of the Year Award Winners". TMC Net. Retrieved 7 March 2014.
  16. ↑ "Mattersight Corp". Edgar. Retrieved January 13, 2014.
  17. ↑ "David Gustafson, VP, Marketing & Product Management, Mattersight, on improving customer interactions within call centers through Predictive Behavioral Routing solutions". Argyle Journal. Retrieved October 8, 2013.
  18. ↑ "AI is so over: This is artificial empathy". Kernel Magazine. Retrieved 25 October 2013.
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