Mattersight Corporation

Mattersight Corporation was a United States enterprise software company focused on behavioral analytics for customer-contact operations. It developed a software-as-a-service model that analyzed telephone conversations and other interaction data to help organizations improve the experience and outcome of calls between customers and service representatives. The company was headquartered in Chicago, Illinois, and is described as having roots in eLoyalty, a customer-contact consulting and technology business. The company’s corporate history has two relevant dates. The broader business was founded in 1994, while the behavioral-analytics operation that became Mattersight was established within eLoyalty in 2006. That unit was associated with Kelly Conway, who served as its president and chief executive. In 2011, TeleTech acquired eLoyalty’s Integrated Contact Solutions unit. The behavioral-analytics business subsequently emerged as Mattersight Corporation, giving it a distinct identity centered on software rather than traditional contact-center consulting. Mattersight’s proposition was to make customer-service interactions more personalized and more predictable. Its systems used predictive customer analytics, speech analytics, and behavioral analytics to examine how people communicated over the telephone. The technology considered features such as word choice, grammar, tone, volume, pauses, and broader conversational patterns. Algorithms then interpreted those signals and compared them with stored behavioral data to generate a customer profile. The intended operational use was to match a caller with an agent whose communication style was considered compatible with that customer’s profile. This approach positioned Mattersight at the intersection of contact-center software, predictive modeling, speech analytics, and behavioral targeting. Rather than treating every customer interaction as a standardized script-based exchange, the company promoted the idea that compatibility between a customer and an employee could influence satisfaction, efficiency, and resolution rates. Its products were therefore aimed primarily at enterprises operating customer-service or contact-center functions, rather than at individual consumers. The company also pursued recognition and outside financing during its independent period. In 2013, it raised $6 million through a share sale. In 2014, Customer Magazine recognized the company with a Product of the Year award for the second consecutive year, indicating continued visibility for its behavioral-analytics offering within the customer-contact technology sector. Available reference material does not establish Mattersight’s later operating status, detailed product catalog, definitive public-market ticker, or subsequent ownership history. Accordingly, its current status and present-day availability are left unspecified rather than inferred.

Mattersight Corporation developed from a behavioral-analytics initiative associated with eLoyalty, a company serving the contact-center and customer-interaction market. The broader eLoyalty business was founded in 1994. Its behavioral-analytics service line was formed in 2006 under the leadership of Kelly Conway, who was identified as president and chief executive of the operation. The initiative sought to apply statistical and behavioral modeling to telephone conversations between customers and service employees. The business model reflected a shift in contact-center technology from recording and reporting toward prediction and personalization. Traditional contact-center systems could store calls, track service levels, and measure agent performance. Mattersight’s approach attempted to infer behavioral characteristics from the conversation itself. Its software examined verbal and vocal signals, including grammar, word selection, tone, volume, pauses, and other communication patterns. Mathematical models compared these signals with behavioral data and generated a profile for the customer. The system could then recommend or facilitate assignment to an agent whose communication style was considered a better match. A corporate restructuring of the surrounding eLoyalty businesses helped create Mattersight as a separate company. In 2011, TeleTech acquired eLoyalty’s Integrated Contact Solutions unit. The behavioral-analytics unit subsequently launched under the Mattersight Corporation name. This separation allowed Mattersight to present itself as a specialized software company focused on predictive customer analytics, rather than as a general contact-center consulting provider. Mattersight’s principal commercial focus was enterprise customer service. Its software was delivered as a service and was intended for organizations with substantial telephone-based support operations. The company’s technology combined predictive analytics, speech analytics, and behavioral analytics to address several related goals: improving agent-customer compatibility, supporting more effective conversations, increasing the consistency of service interactions, and helping contact centers use data to guide operational decisions. The company received industry recognition during its independent period. Customer Magazine named a Mattersight product Product of the Year in 2013 and again in 2014, according to the available reference material. In 2013, Mattersight also raised $6 million through a sale of shares. These events indicate that the company was actively commercializing and financing its analytics platform at that time. The available material does not provide a complete account of Mattersight’s later ownership, operating status, product discontinuations, or public-market history. It also does not identify a definitive ticker symbol or a current corporate website. Those details remain unresolved in this entry.

• 2014

  Second consecutive Product of the Year recognition

  [1]Mattersight Corporationen.wikipedia.org

  Customer Magazine recognized a Mattersight product for the second consecutive year.

• 2013

  Share offering raises $6 million

  [1]Mattersight Corporationen.wikipedia.org

  Mattersight raised $6 million through the sale of shares.

• 2011

  TeleTech acquires eLoyalty contact-solutions unit

  [1]Mattersight Corporationen.wikipedia.org

  TeleTech acquired eLoyalty’s Integrated Contact Solutions unit. The behavioral-analytics business subsequently launched as Mattersight Corporation.

• 2006

  Behavioral-analytics service line established

  [1]Mattersight Corporationen.wikipedia.org

  eLoyalty established the behavioral-analytics service line that later became Mattersight, with Kelly Conway identified as its president and chief executive.

• 1994

  Founding of the broader eLoyalty business

  [1]Mattersight Corporationen.wikipedia.org

  The business lineage associated with Mattersight begins with eLoyalty, which was founded in 1994 as a customer-contact consulting and technology company.

Enterprise SaaS provider using speech, predictive, and behavioral analytics to personalize contact-center interactions and improve customer-service performance.

• Behavioral analytics software

  Behavioral Analytics Platform

  Mattersight’s core software analyzed customer conversations to identify behavioral and communication patterns. It considered language, grammar, word choice, tone, volume, pauses, and related vocal features, then applied mathematical models to produce a customer profile. The intended use was to help contact centers understand interactions and make service decisions based on predicted behavioral compatibility.

• Predictive analytics

  Predictive Customer Analytics

  This offering category used historical and conversational data to support predictions about customer interactions and likely service outcomes. It was designed for enterprise contact centers seeking to improve operational performance and make customer-service delivery more tailored and data-driven.

• Contact-center optimization

  Customer-Agent Matching

  Mattersight’s matching concept connected a caller’s inferred personality or communication profile with a potentially compatible service agent. The objective was to reduce friction in conversations and improve the quality of customer-employee interactions by taking interpersonal style into account during routing or service management.

1. 1Mattersight Corporationen.wikipedia.org