"Right foundation for your Speech Analytics Program"

By: Forrester Consulting

In a comprehensive six month study conducted in 2012, Mattersight Corporation ("Mattersight") commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying its Behavioral Analytics platform. The Behavioral Analytics platform captures customer and employee interactions, and then automatically analyzes those interactions using proprietary algorithms and unique behavioral models. The output of this analysis is new data attributes on every interaction measuring customer expectations and behaviors, as well as employee performance. This data is then leveraged by three primary products which comprise Mattersight's Behavioral Analytics platform to drive significant business value - Predictive Behavioral Routing, Predictive Customer Analytics and Employee Performance Management.

By: IDC

ERP systems are the technology backbone of the modern business, and as such, the process of matching the "right" system to specific business needs is extremely critical. Most companies spend quite a bit of scarce resources (time and money) on defining the business requirements and then evaluating the potential systems for a close functional fit and for the potential up-front (implementation and license) costs.