Sales Center
October 15, 2015

Sales Center

Josh Slater | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

PBR 3.0

Overall Satisfaction with Mattersight Predictive Behavioral Routing

ISG deployed Mattersight Predictive Behavioral Routing to optimize the customer experience and increase the company's sales conversion. We offer customers home services nationwide. Selling home services requires a consultative sales approach as not all customers are created equal. Mattersight has helped ISG pair callers with sales representatives best equipped to effectively explain the benefits of the products and services we offer.
  • Routing has helped reduce attrition.
  • ISG could use more in depth reporting that is available on demand.
  • Decreased attrition.
  • Improved sales conversion.
  • Increased employee engagement.
The core function of the center determines how the solution should be applied. ISG is primarily a sales organization which has much different KPIs than a customer service organization.