Services: DECC

Why it’s time to rethink Mortgage Servicing

I love a good business book. Before lockdown, my old favorites were sitting comfortably on the bookshelves, while the newer arrivals were busy piling up on the floor — ready to trip up my teenage sons when they returned late at night. During lockdown, I read through the pile and

Turn your customer experience vision into a reality : Digitally Empowered Contact Center

How do you meet the expectations of consumers conditioned to expect empathy, convenience, and responsiveness when they engage with you? Introducing the Digitally Empowered Contact Center (DECC), an end to end contact center solution supporting all interaction channels of their choosing, guided by Intelligent Automation focussed on resolving customer request

3 reasons why omnichannel contact centers are critical for modern lenders

Today’s borrowers expect the same speed, convenience and personalization from their lenders and servicers as they are used to with leading retailers such as Amazon and Apple. A recent McKinsey survey reveals that for most borrowers ‘exceptional customer experience’ is almost as important as getting the ‘best rate’. As digital

Digital transformation in the mortgage industry – 4 steps to getting it right

Evolving customer expectations are a modern day reality for mortgage companies. Customers reported significant declines in satisfaction in 20171 due to their mortgage servicer’s focus on profitability rather than customer experience. With a greater number of millennials (who demand transparent digital engagement) entering the mortgage market, the need to transform

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