News : 360 Mortgage Group Selects TeleVoice’s IVR System
Houston, TX, US, Jan 21, 2015 -- TeleVoice, a provider of customized call center solutions, has implemented a customized Interactive Voice Response (IVR) solution at Texas-based 360 Mortgage Group, a privately-owned mortgage bank. The system, which is integrated with Black Knight’s MSP servicing system, allows customers to access their loan information effectively and efficiently.
"We believe TeleVoice’s IVR solution helps avoid the ‘I can’t get to a "live" person’ stigma of many call center systems," said Norton Wells, vice president of 360 Mortgage. "Enabling customers to either access their loan information, or if needed, opt to talk with a customer representative is much more effective while also providing a better customer experience."
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With TeleVoice’s system, customers are given multiple options to authenticate, increasing self-service opportunities and reducing the number of calls transferred to agents. By using best practices in IVR script design and taking full advantage of the TeleVoice – Black Knight integration, 360 Mortgage can reduce the costs associated with higher staffing levels.
"We reviewed several alternative IVR products, but none had the mortgage servicing knowledge or connectivity that was critical to our decision," Wells added.
Posted by Veronica Silva Cusi, news correspondent
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Established in 1986, TeleVoice delivers customized telephony solutions, including Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) to the financial services industry. Based in Houston, Texas, TeleVoice has been the call center solutions partner of industry leader Black Knight Financial Services, formerly LPS, since 1987.
Published: Monday, January 26, 2015
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