Case Study: A Top U.S. Software and Consumer Technology Company Achieves 23% Shorter Calls and Increased Customer Satisfaction with Mattersight Predictive Behavioral Routing

Fortune 50 Software Company Engineers a Contact Center Victory

A leading U.S. Fortune‑50 software and consumer technology manufacturer/retailer with $86B in revenue and 8,000+ CSRs across 20 call centers faced a cost‑cutting mandate while needing to preserve high customer service for products central to users’ daily lives. With average calls exceeding 20 minutes, the company needed to improve call efficiency without harming customer satisfaction.

They piloted Mattersight Predictive Behavioral Routing, which matches callers’ personality types to agents best suited to communicate with them—no agent training or process changes required. In a 60‑day pilot with 96 agents, routed calls saw a 23% reduction in average talk time (nearly five minutes), a 5% increase in customer satisfaction, and a 25% decrease in customer dissatisfaction; full deployment is projected to save about $16M annually and is now being expanded to thousands of agents.