Mattersight Corporation, a provider of enterprise analytics, has announced Avtex, an Interactive Intelligence partner focused on designing, implementing, and supporting contact center solutions, as new channel partner.
As part of the pact, Avtex will resell Mattersight Corporation’s Predictive Behavioral Routing solution.
Mattersight Predictive Behavioral Routing automatically routes calls by using advanced algorithms that predict the best available agent to handle each specific caller based upon performance, personal strengths, and behavioral characteristics such as personality and communication style.
Mattersight Predictive Behavioral Routing incorporates sophisticated customer analytics with behavioral analytics to make pairing decisions based upon agent variability and customer data. As a result, companies are capable of driving an immediate 10-50 percent reduction in costs, improvement in sales, reduction in attrition, improvement in first call resolution, increase in collections, or increase in customer satisfaction or Net Promoter Scores (NPS).
Mattersight Predictive Behavioral Routing delivers this benefit using existing employees and processes, requires no changes to employee performance or skill sets, and responds within milliseconds with a rank-ordered list of the best available agents for each specific call.
“Avtex has a tremendous reputation in the marketplace as a customer-centric company, and its team has a firm understanding of the needs of contact centers, particularly Interactive Intelligence users,” said Brett Theisen, vice president of strategic business development at Mattersight, in a statement.
Theisen said that Avtex likes the scalability and flexibility of Predictive Behavioral Routing to meet the needs of small- and medium-sized businesses, as well as large enterprises.
He said that the company’s proven solutions were developed to align perfectly with industry needs and to quickly deliver a return on investment to the clients.
“We have a reputation of providing best-of-breed products and services. By building a strategic alliance with Mattersight, we enhance our offerings and are able to meet the needs of customers,” said Laurie Legus, vice president of sales, Avtex.
Earlier in June, Mattersight had announced that it has partnered Altivon, an Interactive Intelligence partner focused on designing, implementing, and supporting contact center solutions, to resell its Predictive Behavioral Routing solution.