November 02, 2009

Enterprise communications solutions provider Avaya unveiled a program to help financial services providers with the mortgage modification process called Avaya Proactive Outreach for Financial Services.

Proactive Outreach is enabled by Avaya Aura, the company's platform that supports enterprise communications. It adds new enhancements designed to help companies better manage mortgage modifications, a key segment of the loss and collections process. By combining outbound contact and self service, the solution calls customers and uses voice automation to determine one's eligibility for a mortgage modification. It can also pre-qualify customers, and inform customers where they are in the application process.

Proactive Outreach was previously introduced with capabilities to manage collections. With the mortgage modification enhancements, Avaya says institutions can help ease the process of making customers aware of their eligibility for mortgage modifications, and the status of their applications. The solution can identify candidates for mortgage modifications, and call and notify them of their eligibility under the federal government's 2009 Home Affordability Modification Program. Using self service, Proactive Outreach walks them through the pre-qualification process, and can also inform customers about their application status—along with instructions for missing documents—to keep the process moving.

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