Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Athina Karahogiti
Global Deputy Chief Client Officer
2
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
EXECUTIVE MEMBER
Eric Young
President / Contact Centre & Business Optimization Consultant
30

Case Studies : ABN AMRO

The Challenge
Like any mortgage and servicing company, ABN AMRO Mortgage faces the challenges of sharp price competition along with highly volatile interest rates.


With the average loan life now under five years, ABN AMRO Mortgage must retain and replace customers to maintain asset value and sustain revenue.

As long-term interest rates fell to record lows in late 2001, refinancing existing mortgages became a priority with many customers. ABN AMRO Mortgage recognized in 2000, before the dramatic fall in interest rates, that it needed to improve its service and cost-effectiveness to retain customers as well as generate new loans.

"Mortgage refinancing demand can be very unpredictable, and is typically driven by short-term interest rate fluctuations," according to Garth Graham, First Vice President, Customer Acquisition and Relationship Management at ABN AMRO Mortgage. "When short term rates show a substantial drop, customers are immediately on the phone asking us how much they can save by refinancing their mortgage. If we can’t handle their calls instantly and give them an answer right away, we risk losing their business."

Customers wanting to know how much they can save by refinancing create a huge demand on ABN AMRO Mortgage call center resources that is almost impossible to predict, Graham explained. To help manage this demand, Graham saw that ABN AMRO Mortgage had two main objectives. "We were looking for ways to give customers an immediate answer to the big refinance question: ‘Can I save money?’ And we wanted those who could save money to provide us with information through a speech-driven application that would speed up the entire refinancing process." This application would help to free loan agents from having to spend valuable time separating customers that can benefit from those that can’t, and allow them to concentrate on closing loans instead of performing routine calculations and handling repetitive questions. And all customers wait times are reduced, providing better customer service.

The Decision
Graham recognized the potential of speech recognition technology and was seeking a partner that could help. He wanted an advanced speech application that could handle large call volumes without increasing staff, while providing fast and effective responses to customer inquiries, telling them immediately if they could save money on a refinanced loan. He also wanted the speech application deployed quickly, without incurring the substantial upfront costs and risks associated with buying or building his own speech application.

Initially, Graham was attracted to TuVox’s hosted and managed services model since it allowed ABN AMRO to use voice self-service on a pay-per-call basis. TuVox’s track record of deploying applications in a matter of weeks without requiring large upfront purchase costs or IT infrastructure changes, made it a unique contender. As Graham delved deeper, he recalled discovering several distinct advantages ABN AMRO would gain from working with TuVox.

  • TuVox’s voice applications were able to integrate with ABN AMRO’s existing database systems.

  • TuVox’s voice applications use ANI (Automatic Number Identification), social security number, loan number or address to instantly identify and validate the caller.

  • TuVox’s voice applications could integrate with a back-end mortgage refinance savings calculator that was developed by ABN AMRO, along with standard pricing and eligibility engines.

  • TuVox manages the call flow according to specific yet customizable criteria set by ABN AMRO.

  • TuVox integrates with existing major telecom infrastructures such as those provided by MCI, and AT&T.

  • TuVox offloads call traffic as its voice response system filters out those customers who can’t save enough to justify refinancing.

  • TuVox’s voice applications enable ABN AMRO to collect and process loan application information without involving a live agent. It is able to prequalify and streamline the application process by capturing caller information, converting it to data and getting back a response using industry (MISMO) standards.

  • TuVox applications provide for a secure query and posting of data to ABN systems.

The Solution
ABN AMRO Mortgage selected TuVox’s Loan Capture as the hosted application and interface for its voice self-service refinance qualification system. Through the TuVox Loan Capture application, ABN AMRO Mortgage customers call a toll free number and are immediately recognized through ANI, the customer’s loan number and/or Social Security number. Based on current account information, customers receive an instant refinancing savings calculation from a speech application in as little as 30 seconds.

Those who meet the qualification criteria have the opportunity to use the voice response system to begin the refinance process immediately. The speech application has a natural, friendly and polite conversational manner that leads callers through the information collection process. The TuVox voice application is dynamic so questions can be based on caller responses (e.g., if no co-borrower, then there is no need to ask any co-borrower questions). Depending on call type, a customer is routed directly to a live agent or is handled entirely by the voice response system.

"One of the main reasons for our success with voice self-service is ABN AMRO Mortgage’s willingness to trade information with the customer so there is value in the transaction for both parties," Graham emphasized. "With TuVox’s Loan Capture application, our customers learn immediately if they can save with a refinance through us, and within half a minute know how much they can save."

Customers who understand how much they can save are then willing to hold for a live agent, or use the speech application to provide more information that will help speed the processing of their refinance loan transaction.

Increased Customer Satisfaction
Reduced hold times and a prompt response to inquiries about refinancing savings have contributed to boosting customer satisfaction at ABN AMRO Mortgage. According to customer satisfaction surveys taken before and after the introduction of the self-service loan qualification system, overall satisfaction with loan services increased significantly, according to Graham. He noted that customers also now have convenient 24x7 access to answering the "how much can I save" refinancing question.

Increased Revenue
Because of the ability to handle increased call volumes, plus the improved productivity of agents due to automated pre-qualification built into the system, Graham estimates that ABN AMRO Mortgage has been able to generate an additional $1 million in net revenue within the first three months of introducing the voice self-service system. "The return on investment for introducing the TuVox hosted Loan Capture application has been phenomenal," he said. "It’s paid for itself within the first month, especially given the recent high call volumes we’ve been experiencing."

Looking To Expand Voice Self-service
Given the high level of accuracy and customer acceptance of TuVox’s voice self-service applications, Graham is looking forward to introducing more packaged voice applications. "Ultimately, our goal will be to streamline as much of the loan refinance process as possible," he said, "so that we can continually improve our customer self-service and maximize the use of our live agents in helping customers and closing more loan transactions."

The Results
Increased agent productivity and reduced costs By providing an instant savings calculation and sorting out those customers who can benefit from a mortgage refinance, ABN AMRO has more than doubled the productivity of its telephone agents. Agents are converting an average of twice as many calls as they were before introducing the TuVox Loan Capture application. This represents a significant cost savings as well, since the average cost for closing a loan refinance transaction with live agents can easily be $100 or more. ABN AMRO was also able to handle large call volume increases in the fall of 2001 due to rapidly falling interest rates without a similar increase in its agent staff. "Our call volumes have in some weeks tripled or quadrupled over the same period last year," Graham noted. "Without this new voice self-service qualification we would have been overwhelmed and unable to handle such volumes. Now we can provide better information upfront to the customer, and ensure that those that are able to save money can be helped."

Increased Customer Satisfaction
Reduced hold times and a prompt response to inquiries about refinancing savings have contributed to boosting customer satisfaction at ABN AMRO Mortgage. According to customer satisfaction surveys taken before and after the introduction of the self-service loan qualification system, overall satisfaction with loan services increased significantly, according to Graham. He noted that customers also now have convenient 24x7 access to answering the "how much can I save" refinancing question.

Increased Revenue
Because of the ability to handle increased call volumes, plus the improved productivity of agents due to automated pre-qualification built into the system, Graham estimates that ABN AMRO Mortgage has been able to generate an additional $1 million in net revenue within the first three months of introducing the voice self-service system. "The return on investment for introducing the TuVox hosted Loan Capture application has been phenomenal," he said. "It’s paid for itself within the first month, especially given the recent high call volumes we’ve been experiencing."

Looking To Expand Voice Self-Service
Given the high level of accuracy and customer acceptance of TuVox’s voice self-service applications, Graham is looking forward to introducing more packaged voice applications. "Ultimately, our goal will be to streamline as much of the loan refinance process as possible," he said, "so that we can continually improve our customer sel-service and maximize the use of our live agents in helping customers and closing more loan transactions.

Pull Quote:
"The return on investment for introducing the TuVox hosted Loan Capture application has been phenomenal. It’s paid for itself in the first month, especially given the recent high call volumes." -Garth Graham, First Vice President, ABN AMRO Mortgage


About Intrado:
Company LogoIntrado Corporation is a cloud-based, global technology partner to clients around the world. Our solutions connect people and organizations at the right time and in the right ways, making those mission-critical connections more relevant, engaging, and actionable - turning Information to Insight. Intrado has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin America, and South America. Intrado is controlled by affiliates of certain funds managed by Apollo Global Management, Inc. (NYSE: APO).
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

About ABN AMRO:
Company LogoABN AMRO is an international bank with European roots. We have a clear focus on consumer and commercial clients in our local markets and focus globally on select multinational corporations and financial institutions, as well as private clients. We implement our strategy through a number of Business Units (BUs). These units are responsible for managing a distinct region, client segment or product segment.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Friday, December 29, 2006

Printer Friendly Version Printer friendly version

2024 Buyers Guide Customer Experience (CX)

Page: 12
1.) 
Alvaria

Alvaria CXP
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.

2.) 
ARC Quality Solutions

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

3.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

4.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

5.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

6.) 
CTMA New Zealand Ltd

Customer experience assessments and reviews • Customer experience baseline studies • Leadership training, coaching and events
Establishing a customer experience baseline:
Establishing a customer experience baseline helps to identify and quantify current sources of customer dissatisfaction, estimate potential returns on service investment and sets customer-driven improvement priorities for action and change.
CTMA’s customer experience assessments and baseline studies help to identify, justify and prioritise strategic and tactical improvement opportunities, and forge a solid foundation for change.


Leadership training, coaching and events:
The new urgency to get customer experience right, in a world recovering from a global health crisis, is placing even more emphasis on giving people the right skills, to do...
(read more)

7.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.

8.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

9.) 
Hootsuite

Sparkcentral’s cloud based contact center platform provides a SaaS solution that enables your human and virtual (BOT) customer service teams small, medium or large to jointly deliver SLA based Customer Service on popular asynchronous messaging channels like WhatsApp, WeChat, In-App, In-Web, Twitter, Facebook, Instagram ... making engagement with your brand frictionless for your valued digital clients or prospects !!!

10.) 
MFE International

Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.

11.) 
Nteraction

Nteraction
Nteraction is the world’s first engagement platform that empowers your call and contact center teams to intelligently engage your audience with relevant multi-modal, multimedia, hyper-personalized, custom-curated content. Nteraction enables your team to Gather multimedia content from any location; Create engaging stories using that multimedia content with zero coding; Share those stories with call center contacts; Learn their level of interest in the products or services, in real-time, through built-in cookie-less analytics; and Automate and streamline follow-up using the optional Artificial Intelligence module. For Call Center Teams: Leverage and share multi-lingual, multimedia content to c...
(read more)

12.) 
OutPLEX

Call Center Services
OutPLEX offers a full suite of omnichannel solutions to provide CXaaS to your customers. From traditional voice solutions to the latest in messaging and automation technologies, our engagement experts combine high tech with a human touch to provide seamless experiences resulting in the highest customer satisfaction across the industry.

13.) 
Pointel

Genesys Cloud Adapter for Oracle CX Cloud
Oracle CX Cloud customers utilizing Oracle Cloud Marketing, Sales, Service, Social and CRM SaaS applications, who also rely upon Genesys for contact center solutions, can conveniently conjoin these systems by implementing the Pointel Adapter.

Agents can engage customers across telephony and digital channels to dramatically improve sales, customer retention and brand value with the Genesys Cloud Adapter for Oracle CX Cloud.

The Genesys Cloud Adapter for Oracle CX Cloud unifies business systems, synchronizes inbound customer data and augments it with information, including last interactions and interests, as contact between agents and customers aren’t just interactions—they’re solutions...
(read more)

14.) 
Vads

One Stop Solutions Customer Experience
Customer Experience Solutions with :

- Inbound Contact Center : Our Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales such as Customer Service, Walk in Center, and Service Desk.

- Outbound Contact Center : Outbound call center is designed for call...
(read more)

15.) 
QPC Ltd.

QPC Experience Platform
CLOUD FRIENDLY | ADVANCED ANALYTICS| WORKFORCE ENABLEMENT | CUSTOMER EXPERIENCE MANAGEMENT PLATFORM |

Collate all data sources in real-time into one place to create a single source of truth

Flexible integration with on premise, hybrid and/or cloud architecture

Harness cutting edge technology to find new patterns and trends

Omnichannel Secure recording and analytics for all contact interactions

Optimised Workforce Management with real time scheduling enterprise wide

Unified Communication Management Reporting enterprise wide

Modular Based Offering also available

16.) 
Sabio

Digital Customer Experience (CX) Transformation Consultancy and Integration Specialists
At Sabio Group, we believe that customer experience (CX) should be brilliant.

That's why we deliver solutions and services that seamlessly combine digital and human interactions to support outstanding CX.

Through our own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

17.) 
Servion

Contact Center & CX Design, Implementation and Management
For more than 25 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers complete solutions for businesses to innovate in providing digital experiences using the best available technologies while maximizing their existing investments.

Our 1,000 CX professionals apply their passion and deep domain expertise to the entire build-run-optimize solution lifecycle. Servion has helped 600 enterprises across the globe deliver great experiences to their customers, partners, and employees.

Our services include CX Design, Contact Center Migration to the Cloud, Automation & Self-service, Contact Center Analytics, Workforce Engagement and Managed Services.

18.) 
Sevis Systems

eCallMe! - Customer Engagement Solutions
eCallMe! - A customer engagement solution enabling an enterprise to get get good calls answered, protect their brand and its customers from answering spoofed calls. The overall customer experience is enhanced with Trusted Caller ID which brings trust to the phone call by indicating the logo of the enterprise, purpose of the call along verified call identifier.

19.) 
Vion Consulting

Autonom8 BPM Platform
Autonom8 (A8) Platform is an AI driven customer journey automation platform that is essentially low-code, uses a BPM Studio to design and automate the process flows. A8 as a platform, unifies all customer interaction points across any channel into a single interaction flow. This helps in delivering more effective service to the customer, resolve their queries faster, make the interactions crisper and more informative. This effectively helps drive better CX.
From the enterprises' point of view, the A8 platform helps do the above on a "pay per transaction" model, involves Zero infrastructure cost, no upgrades, no licenses, no AMCs. So it is very economical solution compared to the benefits it...
(read more)

20.) 
Vistio

Vistio is a contact center technology solution that uses next-best-action guidance and automation to help agents confidently provide quick and accurate resolution to customer inquiries, simplifying the agent’s job and reducing the guesswork and stress of handling customer calls. The result is specific and measurable improvements in your KPIs in just 90 days.
 
Page: 12

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31753 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =