Mattersight Predictive Behavioral Routing (discontinued)

Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.

Incentivized

• Behavioral routing helps Priority Health match the caller with the rep most effective with that caller type creating a better overall experience.
• Training and coaching helps eliminate "bad" talk time - silences, customer distress- making call more effective and efficient.
• Reps appreciated the training- very insightful.
• Mattersight team is fabulous! We've felt very supported throughout the length of the relationship.

• Mattersight PBR does not necessarily provide detail down to the agent level.
• The routing of calls cannot be done on every call because the system requires at least two agents to be available for it to effectively route the call.

Incentivized

The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.

Incentivized

• Decreased attrition.
• Improved sales conversion.
• Increased employee engagement.