WageWorks Builds on Customer Service Promise With Mattersight
Broad Deployment of Personality-Based Call Routing Solution Facilitates More Satisfying Call Center Conversations and Improved Business Outcomes
(firmenpresse) - CHICAGO, IL -- (Marketwired) -- 11/02/15 -- Mattersight Corporation (NASDAQ: MATR), the pioneer in personality-based software applications, announced today that WageWorks, Inc. (NYSE: WAGE), a leader in administering Consumer-Directed Benefits, has expanded its call center deployment of Mattersight''s award-winning routing solution.
Mattersight® Predictive Behavioral Routing identifies an individual caller''s personality type through analysis of customer history and a variety of behavioral data, then instantly connects that caller to the available call center agent with whom they''re most likely to have a positive personality connection. As a result, companies are capable of driving an immediate 10%-30% improvement in key metrics including customer satisfaction, sales, and loyalty.
WageWorks moved to a subscription of the routing solution in their call center after a successful pilot. Since expanding the deployment, they have realized higher customer satisfaction scores on calls routed via Mattersight.
"Providing a positive customer experience is central to our company''s mission," said WageWorks Chief Operating Officer, Edgar Montes. "Mattersight Predictive Behavioral Routing significantly strengthens our ability to give our customers the most personalized level of service and support in the call center, and helps us to ensure that each transaction is as easy, stress-free and satisfying as possible."
Mattersight President and CEO Kelly Conway says that results experienced by WageWorks and other clients challenge the notion that companies must choose between customer satisfaction and cost-effectiveness. "Predictive Behavioral Routing gives customer-centric companies such as WageWorks a simple way to elevate the quality of their call center interactions while also realizing meaningful and consistent financial gains for their employees and investors. We are delighted with the positive outcomes WageWorks has seen so far, and we look forward to partnering with them to achieve even greater successes moving forward."
Mattersight offers a complimentary ROI calculator for businesses interested in seeing how its solutions can improve customer experience and bottom-line metrics. To calculate your company''s ROI with Mattersight, visit
Mattersight''s mission is to help brands have more effective and effortless conversations with their customers. Using a suite of innovative personality-based software applications, Mattersight can analyze and predict customer behavior based on the language exchanged during service and sales interactions. This insight can then facilitate real-time connections between customers and the agents best capable of handling their needs. Mattersight''s patented stack of SaaS applications has influenced hundreds of millions of shorter, more satisfying customer interactions. Organizations across the Financial Services, Healthcare, Technology and Telco industries rely on Mattersight to drive customer retention, employee engagement and operating efficiency. documents the average return on investment for these organizations is 344%. To learn more about how Mattersight can help your company, please visit .
WageWorks (NYSE: WAGE) is a leader in administering Consumer-Directed Benefits (CDBs), which empower employees to save money on taxes while also providing corporate tax advantages for employers. WageWorks is solely dedicated to administering CDBs, including pre-tax spending accounts, such as Health Savings Accounts (HSAs), health and dependent care Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs), as well as Commuter Benefit Services, including transit and parking programs, wellness programs, COBRA, and other employee benefits. WageWorks makes it easier to understand and take advantage of Consumer-Directed Benefits for approximately 45,000 employers and over 4 million people. WageWorks is headquartered in San Mateo, California, with offices in major locations throughout the United States. For more information, visit .
Jason Wesbecher
Chief Marketing Officer
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Datum: 02.11.2015 - 08:15 Uhr
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