Modern home buyers expect seamless digital services but they also want the human touch. Our Digitally Empowered Contact Center solution (DECC) combines the best of what humans and technology have to offer to deliver the moments that matter - across the mortgage lifecycle.
Despite consumer expectations for digital services, the mortgage loan process is still highly paper based. Lenders and servicers must track documents across the lifecycle, identify and gather missing data, and ensure that all stakeholders receive the right information at the right time. Our Digitally Empowered Contact Center solution enables mortgage companies and consumers to benefit from a high-tech process that accelerates efficiencies as well as the human-touch, building transparency and trust. How do we do this? Our approach is based on four foundational pillars of customer experience: creating anywhere, anytime access to a flexible workforce; enabling channel freedom for borrowers; harmonizing humans and technology; and leveraging real time dashboards and insights.
Elevate the borrower experience
Elevate the borrower experience
Home buying is one of the biggest decisions people make in their lifetime. Unsurprisingly, today’s home buyers crave digital self-service across the mortgage loan process in combination with a human touch. Our contact center solutions help you deliver frictionless support geared to individual financial needs, meeting customers where they are. It digitizes processes and paperwork for enhanced agility and efficiency, and supplements it with empathetic human interaction across the mortgage lifecycle.
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Smart mortgage experiences powered by AI
Intelligent Everything People & Technology
When bots pick up mundane, repetitive tasks such as fetching borrower information from multiple systems, human conversations become more efficient and meaningful. A whopping third of all borrower requests can be handled by chatbots, enabling you to offer 24/7 customer support and freeing up your associates to handle complex conversations.
DECC leverages CoBots, unattended digital employees that use Robotic Process Automation (RPA), to increase process efficiency across widely used mortgage applications. It also creates a Unified Omnichannel Desktop and displays Next Best Actions to inform associates, helping them tailor the mortgage experience and build long-term relationships.
From attracting potential customers to helping them complete the mortgage loan process, DECC makes it simple, seamless, and engaging by leveraging our digital and human expertise.
Reduce consumer effort and optimize support by meeting customers on a channel of their choice – voice, email, text, social media, and chat – and at a time of their convenience.
Deliver delightful experiences across the mortgage lifecycle by proactively identifying needs and resolving issues. Our proprietary customer analytics solution firstCustomer Intelligence (FCI) provides rich insights into customer preferences and behaviors for superior retention.
From outsourcing to innovation: partnering to revolutionize mortgage servicing
HFS Point of View
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