CHICAGO, IL--(Marketwired - May 8, 2013) - Mattersight Corporation (NASDAQ: MATR) today provided an update on key milestones in the development of Mattersight® Predictive Behavioral Routing including the results of its initial deployments, the addition of new pilots, the growth of its pipeline, and the progress in building a partner channel to re-sell this solution.

Impressive Initial Deployment Results

The results of the recent Predictive Behavioral Routing deployments are as follows:

  • 18% reduction in talk time for an HMO
  • 1 minute reduction in talk time for calls routed by Predictive Behavioral Routing for a second HMO
  • 14% increase in sales conversion rate for a leading pharmaceutical company

Mattersight® Predictive Behavioral Routing drove these benefits almost immediately, and without any changes in technology, people or business process.

New Pilots and Significant Pipeline Growth

Mattersight added two new Predictive Behavioral Routing pilots Q2 quarter to date and currently has four pilots in progress. In addition, Mattersight increased its Predictive Behavioral Routing pipeline by approximately 4X in Q1, from 15 to 57 opportunities. 

Emerging Partner Channel

Mattersight has signed three partners who have agreed to refer or re-sell Predictive Behavioral Routing. These partners have a total installed base of approximately 170 call center customers. Mattersight expects to sign two to three additional resellers in Q2, resulting in a total partner installed base of approximately 300 call center customers.

About Predictive Behavioral Routing

Mattersight® Predictive Behavioral Routing identifies the optimal customer/employee pairing for each individual caller based upon communication styles, personality mapping, and behavioral characteristics. This information is utilized by the existing routing architecture to match customers with the best available employee, thus increasing the likelihood of a behavioral connection. As a result, companies are capable of driving an immediate 10%-50% reduction in costs, improvement in sales, reduction in attrition, improvement in first call resolution, or increase in customer satisfaction or Net Promoter Scores® (NPS).

Mattersight® Predictive Behavioral Routing delivers this benefit using existing employees and processes, and requires no changes to employee performance or skill sets. The solution is delivered in a SaaS model and integrates easily to market-leading telephony and routing systems to route callers based on this robust predictive pairing analysis.

For more information on Predictive Behavioral Routing or a trial program, please send requests to: or visit

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under license.

About Mattersight

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

Contact Information:

Mark Iserloth
Vice President and Chief Financial Officer

David Gustafson
Vice President of Marketing and Product Management