Mattersight Corporation, formerly known as eLoyalty, is a publicly traded company that provides
SaaS-based enterprise
behavioral analytics software.[1][2][3][4][5][6] Its software focuses on customer-employee interaction and behavior.[7] The company is headquartered in
Chicago, Illinois, and was founded in 1994.[4][8]
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.[9][10][11] In 2011,
TeleTech acquired the Integrated Contact Solutions unit of eLoyalty. The behavioral analytics unit launched as Mattersight Corporation.[12][13] In 2014, Mattersight was recognized by Customer Magazine for Product of the Year Award for the second consecutive year.[14][15] In 2013, the company raised $6 million through selling shares.[16]
Service
Mattersight provides a software-as-a-service using predictive
customer analytics,
speech analytics, and behavioral analytics technologies to analyze and improve contact center performance and agent interactions.[17] 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.[18]