News : HomeStreet Bank Implements TeleVoice’s Screen Pop
Houston TX, Dec 9 2014 -- TeleVoice, a provider of customized telephony applications, has installed its Screen Pop solution in the Loan Servicing Customer Service Department of Seattle-based HomeStreet Bank, a wholly-owned subsidiary of HomeStreet, Inc. (NASDAQ: HMST).
"The additional functionality of the TeleVoice technology gives our customer service agents and loan counselors the opportunity to improve customer service and meet borrowers’ needs, which are our major goals and paramount to our continued success"
The customized Screen Pop solution integrates with HomeStreet Bank’s existing TeleVoice IVR (Interactive Voice Response) system and Black Knight’s MSP data platform. Inbound callers reaching a customer service representative will no longer need to provide the representative their loan number, because the caller’s account information will automatically be displayed on the agent’s workstation. TeleVoice Screen Pops differentiates the call center experience for borrowers and improves the quality of service they receive.
"The additional functionality of the TeleVoice technology gives our customer service agents and loan counselors the opportunity to improve customer service and meet borrowers’ needs, which are our major goals and paramount to our continued success," said Marlene Price, HomeStreet Bank Loan Servicing Manager. "This technology will improve our customer service and support our continued regulatory compliance."
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: Thursday, December 11, 2014