Today’s ‘mobile-first’ consumers demand a digital experience that allows them to move through the lending process quickly – on channels of their choice. The good news is modern lenders have access to a wealth of behavioral and transactional data in their ecosystem to fuel an omnichannel strategy. Digital technologies such as artificial intelligence, big data, machine learning and analytics are helping lenders unpack the data to create meaningful customer experiences while simplifying and streamlining mortgage servicing.
First Customer Intelligence (FCI) is our multi-award winning approach to improving customer experience. FCI’s structured framework captures and analyzes customer interactions across multiple communication and feedback channels such as voice, e-mail, chats, social media, CSAT surveys, etc. The customizable methodology helps originators and contact centers understand customer emotions, and what they are actually saying, to deliver contextualized services based on the customer journey.
Using a multi-layered approach that targets the “what, how and who” of customer interactions, the solution combines unstructured customer interactions with your existing structured data to drive actionable insights. Leveraging our analytics approach to further provide two key offerings – Interaction Performance Index (IPI) and NPS Predictor, we are able to combine the power of speech, text mining and predictive analytics to improve operations, gauge the voice of the customer, and monitor business critical processes such as customer service and compliance.
The Result: Improved customer experience with real-time insights, reduced operating expenses with expanded business intelligence and better agent performance through monitoring, reporting and coaching.
A leading US Mortgage Servicer faced multi-pronged challenges including limited visibility into contact drivers, inability to measure customer experience, high propensity to contact, and customer dissatisfaction.
FCI Speech Analytics leveraged end-to-end journey mapping and emotion detection across 30,000 customer interactions to deliver the following benefits:
Tap into our expertise - We work with the biggest names in the US mortgage market to deliver superior business outcomes
Create a unified experience across channels and services - ranging from mortgage origination and routine servicing to foreclosure and default servicing
Stay ahead with next-gen solutions underpinned by Robotic Process Automation, AI, Machine Learning, Advanced Analytics and more