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Convergys Launches Loan Modification Solutions

Convergys launches Loan Modification Solutions to provide mortgage lenders with new capabilities to improve customer experience.

Aiming to help lenders respond to to the growing demand for mortgage adjustments, Convergys Corp. (Cincinnati), introduced Convergys Loan Modification Solutions. The solutions enable mortgage service providers to quickly and effectively respond to heavy customer demand for refinancing by leveraging Convergys' skilled live agent assistance and self-service automation technology, proactive outbound communications via voice, e-mail, or text, and analytics to encourage loan retention and new lending, while lowering service costs. The solutions are available as a full suite or as individual services.

Financial services institutions, mortgage companies, and government organizations can tailor the solutions for their specific business needs and timelines, thereby avoiding costly one-off customizations, according to Convergys. The ability to tailor the solution eliminates the need to commit to an end-to-end system, the vendor says.

The Convergys Loan Modification solutions include skilled contact center agent services, on-demand intelligent self-service automation from Convergys On-Demand Speech, outbound notifications for proactive communications to customers, and analytics to aid with intelligent routing and measurement of customer satisfaction. This approach allows mortgage providers to quickly increase their capabilities to accommodate large volumes of customer calls about company- and government-initiated programs, such as the Homeowner Affordability and Stability Program (HASP).

Features of the Convergys Loan Modification Solutions Include:

  • Loan Modification Support Agents (Skilled customer contact agents support the refinancing process through handling of program inquiries and eligibility data collection)
  • Inbound/ Outbound Automation (IVR/voice portal with speech automation efficiently answers inbound basic inquiries and frequently asked questions and provides proactive outreach to eligible homeowners)
  • Consulting and Analytics (Customer satisfaction surveying with analytics, as well as operations and technology consulting to improve satisfaction and operational productivity)
  • Early Treatment and Collections (Preventative counseling and early treatment with customer outreach program.
Also, accounts receivable management/collections analytics and operations at licensed sites).

The solutions are available as a complete end-to-end suite that includes contact center agent services, on-demand intelligent self-service from Convergys SpeechPort, outbound notification capability, and analytics. Conversely, companies can purchase the individual products or services separately to enhance their existing capabilities.

Katherine Burger is Editorial Director of Bank Systems & Technology and Insurance & Technology, members of UBM TechWeb's InformationWeek Financial Services. She assumed leadership of Bank Systems & Technology in 2003 and of Insurance & Technology in 1991. In addition to ... View Full Bio

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