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SATMAP, Inc.
SATMAP Inc. is a technology company with headquarters in Washington, D.C. Founded in 2006, the call center routing technology uses behavioral data analytics, customer analytics, artificial intelligence and pattern recognition.〔Kraus, Drew. ("Emerging Technology Analysis: Mediated Interaction Matching." ) Gartner. 14 Mar. 2013. Web. 22 Jan. 2014.〕〔Olding, Elise, and Jackie Finn. ("Maverick Research: Living and Leading in the Brain-Aware Enterprise." ) Gartner. 23 Sept. 2013. Web. 22 Jan. 2014.〕
SATMAP builds call routing software to interface with existing telephony infrastructure in a contact center.〔Lassman, Jay. ("Cool Vendors in Enterprise Communications Applications, 2010." ) Gartner. 31 Mar. 2010. Web. 22 Jan. 2014.〕 Mathematical algorithms are built using information from internal and external databases. Variable inputs include customer and agent profiles from CRM data,〔("Vendors That Support Net Promoter System?." ) Bain & Company, 2013. Web. 31 Jan. 2014.〕 switch information, commercial and public databases, and personality surveys taken by contact center agents. When the technology is active in the call queue, SATMAP leads to increased sales, reduced costs and improved customer satisfaction.〔Barnes, David. ("Personality Mapping in the Call Center: The Next Evolution in Technology for Customer Experience Management." ) Call Center IQ. Web. 9 Aug. 2010.〕〔Highbeam Research.("Zedd Customer Solutions partners with SATMAP to enhance sales and reduce costs for Zedd clients." ) 19 Oct. 2011.〕〔("Hype Cycle for Contact Center Infrastructure, 2013." ) Gartner. 26 Aug. 2013. Web. 22 Jan. 2014.〕〔Chishti, Zia. ("A Q&A with SATMAP’s Zia Chishti." ) Contact Center Pipeline 1 Aug. 2012: 38-39. Contact Center Pipeline. 1 Aug. 2012. Web. 22 Jan. 2014.〕〔Zeemeijer, Ilse. ("Customers Buy More From Agents They Get Along With." ) The FT. Web. 24 Apr. 2015.〕
SATMAP utilizes a patented on-off benchmarking process that sets the SATMAP technology to alternate on and off at regular call-based or time-based intervals.〔Spottiswoode, James, and Zia Chishti. ("United States Patent: 8295471." ) United States Patent Office, 23 Oct. 2012. Web. 22 Jan. 2014.〕 The goal of the controlled on-off cycling is to measure the impact of active SATMAP technology versus inactive SATMAP technology on various contact center performance metrics and agent interactions. SATMAP, Inc. holds four US patents.〔Chishti, Zia. ("United States Patent: 8472611." ) United States Patent Office, 25 June 2013. Web. 22 Jan. 2014.〕〔Spottiswoode, James. ("United States Patent: 8634542." ) United States Patent Office, 21 Jan. 2014. Web. 22 Jan. 2014.〕〔Chishti, Zia, and Ittai Kan. ("United States Patent: 8565410." ) United States Patent Office, 22 Oct. 2013. Web. 22 Jan. 2014.〕〔PR Newswire, Yahoo Finance. ("SATMAP personality matching in call centers increases customer satisfaction, loyalty and revenues." ) 2 April 2014.〕〔Highbeam. ("US Patent Issued to SATMAP International Holdings on March 11 for "Jumping Callers Held in Queue for a Call Center Routing System." ) US Fed News. 11 March 2014.〕
On March 24, 2015, SATMAP Inc. announced its partnership with (McKinsey Solutions ).〔(【引用サイトリンク】url=http://www.newswire.ca/en/story/1506775/satmap-and-mckinsey-solutions-announce-partnership )〕
== References ==
抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』
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