Mattersight Corporation, formerly known as eLoyalty, is a publicly traded company that provides
SaaS
Software as a service (SaaS ) is a cloud computing service model where the provider offers use of application software to a client and manages all needed physical and software resources. SaaS is usually accessed via a web application. Unlike oth ...
-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 Internet of Things ( IoT). The rapid increase in th ...
software.
Its software focuses on customer-employee interaction and behavior.
The company is headquartered in
Chicago, Illinois
Chicago is the List of municipalities in Illinois, most populous city in the U.S. state of Illinois and in the Midwestern United States. With a population of 2,746,388, as of the 2020 United States census, 2020 census, it is the List of Unite ...
, 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 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 Customer analytics is a process by which data from customer behavior is used to help make key business decisions via market segmentation and predictive analytics. This information is used by businesses for direct marketing, site selection, and ...
,
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 or data-driven marketing 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 ...
*
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
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References
External links
* {{Official website, http://www.mattersight.com
Companies listed on the Nasdaq
1994 establishments in Illinois
Companies based in Chicago