October 15, 2015
Score 9 out of 10
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.