FirstCustomerIntelligence (FCI), our award-winning solution for improving customer experience, helps you unpack your customer data to create meaningful experiences while simplifying and streamlining mortgage servicing. FCI’s structured framework captures and analyzes customer interactions across multiple communication channels such as voice, e-mail, chats, social media, CSAT surveys, etc. The customizable methodology helps you understand customer emotions, and what they are actually saying, to deliver contextualized intelligence 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. This approach lays the foundation for two of our key offerings – Interaction Performance Index (IPI) and NPS Predictor. With IPI and NPS, you can combine the power of speech, text mining and predictive analytics to improve mortgage operations, gauge the voice of the customer, and monitor business critical processes such as customer intelligence service and compliance.
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