Mattersight Corporation, formerly known as eLoyalty, is a publicly traded company that provides
SaaS
Software as a service (SaaS ) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted. SaaS is also known as "on-demand software" and Web-based/Web-hosted software.
SaaS is cons ...
-based enterprise
behavioral analytics
Behavioral analytics is a recent advancement in business analytics that reveals new insights into the behavior of consumers on eCommerce platforms, online games, web and mobile applications, and IoT. The rapid increase in the volume of raw event ...
software.
Its software focuses on customer-employee interaction and behavior.
The company is headquartered in
Chicago, Illinois
(''City in a Garden''); I Will
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, and was founded in 1994.
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.
In 2011,
TeleTech
TTEC Holdings, Inc. (formerly named "TeleTech"), is an American customer experience technology and services company headquartered in Englewood, Colorado.
History
Founding and early developments (1982-1996)
The company was founded in 1982 b ...
acquired the Integrated Contact Solutions unit of eLoyalty. The behavioral analytics unit launched as Mattersight Corporation.
In 2014, Mattersight was recognized by Customer Magazine for Product of the Year Award for the second consecutive year.
In 2013, the company raised $6 million through selling shares.
Service
Mattersight provides a software-as-a-service using predictive
customer analytics
In sales, commerce, and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product or an idea - obtained from a seller, vendor, or supplier via a financial transaction or exchange for ...
,
speech analytics Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information buried in client interaction ...
, and behavioral analytics technologies to analyze and improve contact center performance and agent interactions.
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.
See also
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Behavioral targeting
Targeted advertising is a form of advertising, including online advertising, that is directed towards an audience with certain traits, based on the product or person the advertiser is promoting. These traits can either be demographic with a focus ...
*
Predictive modeling
Predictive modelling uses statistics to predict outcomes. Most often the event one wants to predict is in the future, but predictive modelling can be applied to any type of unknown event, regardless of when it occurred. For example, predictive mod ...
Further reading
*
*
References
External links
* {{Official website, http://www.mattersight.com
Companies listed on the Nasdaq
1994 establishments in Illinois
Companies based in Chicago