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SATMAP Inc.

History

SATMAP (short for the term "satisfaction mapping") , headquartered in Washington, D.C., was founded in 2007 by Zia Chishti as a privately held company with a primary objective of developing a transformative technology to improve contact center performance. Its proprietary technology was engineered during two years of research and development with a team of 200 software engineers, statisticians, artificial intelligence scientists and quantitative analysts. SATMAP specialises in Intelligent Routing, Call Centre Optimisation, Operations Improvement, C-SAT, Revenue Optimisation. Its technology takes into account the behavioral fit between agents and customers and has allowed them to increase revenues, reduce costs and increase customer satisfaction for its clients.

SATMAP holds multiple patents such as "Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation", "Use of abstracted data in pattern matching system" and more. SATMAP also holds multiple IP claims around neural network call mapping and personality-based call pairing. As a provider of neural-network and artificial intelligence based real-time personality matching technology for call centers, SATMAP integrates with and optimizes existing call center technology such as workforce management software, voice analytics, call recording and PBX telephony. SATMAP enhances millions of interactions each day in diverse consumer facing industries such as telecommunications, financial services, hospitality, travel and retail.

On March 24, 2015, SATMAP announced its partnership with McKinsey Solutions.