SATMAP Information

SATMAP is the only contact center technology which optimizes call outcomes by pairing agents with callers in real-time based on behavior. SATMAP uses behavioral data to replace traditional First In, First Out (FIFO) call distribution, increasing the likelihood that callers and agents feel a natural rapport. Conversations where callers make a positive connection increase agent and customer satisfaction, leading to measurably higher conversion rates and increased revenue. This typically results in calls being more efficient, which leads to reduced handle time and lower business costs. SATMAP’s proven, patented solution has to date paired over 2 billion calls, and has delivered over $4 billion in increased sales for our partners. SATMAP was founded in 2007 with the primary objective of developing a transformative technology to improve contact center performance. The benefits of having more empathetic interactions and better rapport in contact centers have always been acknowledged. However, realizing these benefits is challenging because of the complexity inherent in mapping personality traits against sales and operational outcomes. SATMAP engineered its proprietary technology during two years of research and development with a team of 200 software engineers, statisticians, artificial intelligence scientists and quantitative analysts. Today, SATMAP holds multiple patents and IP claims around neural network call mapping and personality-based call pairing.