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SYS-CON MEDIA Authors: JP Morgenthal, AppDynamics Blog, John Wetherill, Harry Trott, Roger Strukhoff

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SATMAP personality matching in call centers increases customer satisfaction, loyalty and revenues

WASHINGTON, April 2, 2014 /PRNewswire/ - SATMAP Inc.™, the world's only real time personality matching technology for contact centers, today released its white paper: 'Personality Matching and Analytics Assisted Call Pairing for Contact Centers'. The paper addresses how SATMAP uses psychographic and demographic data to pair callers to agents based on an optimal personality fit assessment. These optimized caller and agent pairings drive better customer rapport and meaningfully improve call outcomes. SATMAP's unique 'big data' solution can be used to accomplish core call center goals such as reduced costs, increased sales and improved customer satisfaction.

SATMAP's process of harnessing customer and agent personality data works by recognizing successful contact center outcomes and ensuring they occur more frequently than traditional "first-in first-out" call allocation strategies allow. SATMAP seamlessly works in real time with a client's existing telephony and routing systems, and requires no changes to existing call center management strategies, recruiting or training. Global leaders in telecommunications, cable TV, banking, insurance and utilities, which have deployed SATMAP, have measurably raised revenues by five percent to seven percent, improved their first call resolution and generated enterprise-level incremental benefit.

"SATMAP makes a science of personal rapport, with the rigor and reporting required of today's call center environments," said Luiz de Toledo, Managing Director, Global Business Development, SATMAP Inc. "Businesses using SATMAP more consistently match customers with agents most likely to resolve their call, enabling agents to better connect with their customers, increasing customer loyalty and revenues, and reducing costs."

Since 2009, SATMAP has paired more than 650 million callers with agents, based on personality, on behalf of over one hundred client programs. To learn more about SATMAP and to download the white paper, visit www.satmapinc.com.

About SATMAP INC.
Founded in 2007, SATMAP is the only enterprise contact center technology that optimizes call outcomes by matching agents with callers based on personality. SATMAP uses intelligent data analytics and pattern recognition technology in real time to pair callers with agents, delivering higher quality contact center interactions that improve revenue and collections, enhance customer experience and lower business costs. Based in Washington, DC, SATMAP has offices worldwide in North America, Europe, Middle East, Asia and Australia.

SOURCE SATMAP Inc.

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