Digital technologies are upending the way consumers interact with brands and make purchasing decisions. Today’s digital-first customers look for the ability to engage with businesses at a time and on a channel of their choice -without changing their experiences with the company or its products. This means, on any given day, customers will engage with a company across multiple touch points –from mobile apps, social media platforms and local branches to customer service centers.
Sourcepoint’s Omnichannel Customer Contact solutions help organizations deliver a smart, positive customer experience – every time. Our multi-award-winning analytics tool FirstCustomer Intelligence (FCI) is designed to help businesses meet customers wherever they are and better understand customer expectations. It leverages machine learning-based speech and text analytics to analyze large volumes of customer interactions across channels such as voice, email, webchat, social, and CSAT surveys.
FCI helps businesses understand customer emotions and dissatisfaction triggers, enabling them to create an optimized service contact strategy that reduces customer effort and enhances experience. It routes critical and high-priority customer interactions to assigned skilled resources, guided by our right-shoring model.
FCI leverages various components including:
FCI lays the foundation for a contact center of the future using a three-pronged approach: channel, process and operations optimization.
The result: a holistic approach to improving compliance, agent performance and customer experience across the mortgage lifecycle and reduced cost to serve.
Lower your cost to serve and optimize channel deflection through:
Reduce repeat contacts and enhance compliance by enabling:
Identify opportunities to improve agent coaching and customer experience using:
A leading residential mortgage services provider lacked insights into contact drivers, customer experience and contact triggers, leading to sub-optimal performance.
Sourcepoint leveraged FCI Speech Analytics to analyze 30,000 customer interactions using a four-step methodology: categorization, emotion-detection, root cause analysis, and end-to-end customer journey mapping.
Our solution helped the client realize the following tangible 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