Mattersight Corporation, formerly known as eLoyalty, is a publicly traded company that provides SaaS-based enterprise behavioral analytics software.

[4][8] Mattersight was founded as the Behavioral Analytics service line within eLoyalty, a call center consulting and technology services firm, by president and CEO Kelly Conway in 2006.

[9][10][11] In 2011, TeleTech acquired the Integrated Contact Solutions unit of eLoyalty.

[17] It uses a data analysis system that listens to the way customers respond on the telephone, analyzing communication patterns, grammar, word choice, tone, volume, pauses, and other communication metrics.

Mathematical algorithms then interpret vocal features, compare them to their databases, and arrive at a personality profile for each customer, who is then matched with a service agent with whom the customer is most compatible.