San Francisco, CA, USA, May 7, 2020 -- To provide more personal, flexible and positive customer experiences, Concord Servicing Corporation ("Concord") has selected Genesys Cloud™. A move to the all-in-one solution and the public cloud contact center platform will allow Concord to help its loan originators and capital providers work more efficiently and deliver better service to customers. In addition, the provider in portfolio servicing and financial technology anticipates cost savings after it shifts from its on-premises solution to Genesys Cloud.
"Moving to the cloud will enable us take advantage of the newest innovations quickly while also providing added flexibility to scale our contact center as our business grows," said Dan Goit, senior director of Concord's contact center. "Additionally, with its extensibility and open APIs, the Genesys Cloud platform is both easy to integrate with our own proprietary software and customize to best address the unique and varying needs of our diverse client base."
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Concord chose Genesys, a global provider in cloud customer experience and contact center solutions, after an exhaustive 18-month search that included evaluating 10 contact center providers. Genesys Cloud will enable Concord's internal IT department to take ownership of the set up and management of its contact center technology, streamlining efforts and driving cost savings. In addition, the IVR feature will enable the company to offer customers easy self-service options, freeing up agents to focus on higher-value interactions.
According to Goit, the solution's high-level of security standards and certifications were also a primary driver in the company's selection of Genesys Cloud. He said, "Our employees handle sensitive financial information regularly for our customers, such as early and default collections notices. That makes security a critical factor for us. With its supporting infrastructure, data encryption techniques and security threat-response processes, Genesys Cloud met all of our criteria so we can ensure our clients' data is secure."
"The technology from Genesys will help us know and understand our customers much better so we can anticipate how best to interact with them and make them feel recognized. This will help our contact center agents provide the fastest, most efficient service and the best possible experiences," said Goit.
Posted by Veronica Silva Cusi, news correspondent
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Friday, May 8, 2020
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