Mattersight

Mattersight carved a specific niche in enterprise analytics by focusing on customer and employee interactions. Originating in 2006 as the Behavioral Analytics service line within the call center consulting firm eLoyalty, the unit was spearheaded by President and CEO Kelly Conway. The company officially launched as Mattersight Corporation in 2011 after TeleTech acquired eLoyalty's Integrated Contact Solutions unit. A significant milestone occurred in August 2018 when NICE, a provider of cloud and on-premise enterprise software, acquired Mattersight for approximately $90 million.

The company's core business revolves around a Software-as-a-Service (SaaS) model, providing behavioral analytics software to large-scale contact centers in industries like healthcare, telecommunications, financial services, and retail. Its revenue was generated by charging clients a monthly fee per call-center agent, which averaged around $100 but varied based on the center's scale and level of customization. The primary goal is to improve the outcome of conversations by analyzing interactions and then routing customers to the agent best suited to their personality and communication style.

Mattersight's flagship product, Predictive Behavioral Routing (PBR), utilizes a sophisticated data analysis system. This technology analyzes customer interactions by evaluating metrics such as grammar, word choice, tone, volume, and pauses. Using patented algorithms, the system creates a personality profile for the customer in real-time. It then matches the customer with a compatible agent, a process designed to increase customer satisfaction, reduce call times, and boost sales. This analytics-driven approach also provides actionable data for coaching, quality assurance, and performance management within the contact center. Following the acquisition, NICE integrated Mattersight's behavioral analytics with its own analytics platforms, like NICE Nexidia and CXone, to enhance its customer experience offerings.

Keywords: behavioral analytics, contact center technology, customer interaction analytics, speech analytics, Predictive Behavioral Routing, SaaS, agent performance, customer experience, personality-based routing, call center analytics, NICE acquisition, Kelly Conway, customer service optimization, enterprise software, interaction analysis, big data analytics, customer satisfaction, operational efficiency, financial services, healthcare