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Mattersight PBR.. a different way of thinking of call routing
February 11, 2016

Mattersight PBR.. a different way of thinking of call routing

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Mattersight Predictive Behavioral Routing

Mattersight PBR is being used in our organization to help route inbound calls to agents who are best able to handle that type of call. The objective is that if the behavioral style of the caller and of the agent are complementary, then the quality of the interaction will be a good one. As a result, we have seen some reduction in our average handle time. We are also gauging the impact to our overall customer satisfaction scores.
  • Mattersight is every effective in working closely with their customers to ensure understanding of the process.
  • Mattersight provides high level reporting that shows the impact the system is having within the business.
  • When the calls are able to be routed, the reduction in handle time can be easily calculated.
  • Mattersight PBR does not necessarily provide detail down to the agent level.
  • The routing of calls cannot be done on every call because the system requires at least two agents to be available for it to effectively route the call.
  • We have seen a decrease in our overall average handle time.
  • We have experienced some agent dissatisfaction as the less effective agents may receive less calls while the more effective agents receive more calls.
Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.