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Mattersight Announces Release of Newest Version of Performance Management Application(May 15, 2012)
CHICAGO, IL -- (Marketwire) -- 05/15/12 -- Mattersight Corporation (NASDAQ: MATR) today announced the launch of the newest version of its transformational Performance Management application for its Behavioral Analytics service. The Performance Management application identifies the largest area of opportunity for improvement for each individual employee, serves up the best examples for coaching on these improvement areas, delivers targeted and tailored coaching on these metrics, and tracks the performance improvement for each individual. The result is dramatic improvement in service, sales, collections, and customer satisfaction.
No two employees perform the same job the same way, and when every second of performance is analyzed to create new data on the important and relevant performance metrics for each call center and back office job function, the amount of variability in performance is shown to be very significant. This variability results in vastly different customer experiences and drives excess costs and sub-optimal service, sales, and collections operations. The complexity of capturing and analyzing every second of performance, turning this data into the relevant performance metrics, and then operationalizing these insights to drive behavioral change, has heretofore made it nearly impossible for companies to identify and significantly reduce the variability of employee performance.
Mattersight's Performance Management application solves these problems by capturing employee interactions and desktop usage; Mattersight then automatically analyzes every second of every captured interaction in the cloud, using millions of proprietary algorithms and unique behavioral models. The output of this analysis is hundreds of contextually accurate data attributes on every captured interaction, indexed by individual employee in a flexible data mart. Mattersight's Performance Management application leverages these analytics to automatically identify the largest improvement opportunity for each employee down to the specific performance attribute. The best interaction examples demonstrating this performance are delivered to employees with targeted feedback. All coaching activity and comments are also tracked and analyzed to improve supervisor and manager effectiveness. This closed loop process drives a reduction in employee performance variability and an improvement in service, sales, retention, collections and customer satisfaction.
"Our Performance Management application has evolved based on the deep partnerships we have with our customers and our understanding of their needs and challenges in measuring and improving employee performance. We are excited about the transformational benefits our next-generation Performance Management application drives. Our customers see significant value in this application, as is evidenced by the significant increase in new logo pilot activity," said Kelly Conway, Mattersight's President and CEO.
Mattersight's Performance Management solution leverages its strong competencies and expertise managing big data. Every day, Mattersight captures over 70 trillion data attributes, applies over 2 million algorithms, executes over 250 billion computations, and processes over 350 TB of data in order to provide its customers with new and contextually accurate information to understand their customers and improve their operations.
To learn more about Mattersight and the Behavioral Analytics Service, visit www.Mattersight.com.
Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight's Behavioral Analytics service captures and analyzes customer and employee interactions, employee desktop data and other contextual information to improve operational performance and predict future customer and employee outcomes. Mattersight's analytics are based on millions of proprietary algorithms and the application of unique behavioral models. The company's SaaS+ delivery model combines analytics in the cloud with deep customer partnerships to drive significant business value. Mattersight's applications are used by leading companies in Healthcare, Insurance, Financial Services, Telecommunications, Cable, Utilities and Government. See What Matters by visiting www.Mattersight.com.
Vice President of Marketing and Product Management
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