The client is a privately held mortgage banking firm with nationwide operations. They provide a diverse range of mortgage loans, catering to various needs. Their offerings include conventional loans for standard home financing, VA loans for veterans and active military members, FHA loans for first-time homebuyers, USDA loans for rural properties, refinance loans for better terms or lower rates, and jumbo loans for high-value properties.
The primary objective was to establish an in-house, integrated customer interaction framework and call center to address the deficiencies in direct agent connectivity, advanced IVR authentication, CRM system limitations, and to establish a comprehensive omnichannel strategy. Key issues included:
- Enhancing customer experience and satisfaction in mortgage servicing operations
- Improving agent productivity and efficiency
- Streamlining data integration and synchronization between systems
- Leveraging AI/ML for predictive analytics and intelligent decision-making
- Ensuring compliance with relevant regulations (e.g., PCI DSS, TCPA)
- Enhancing personalized customer interactions to boost retention and satisfaction
Codvo developed a robust contact center solution to enhance customer service for a mortgage banking firm.
- Developed an enterprise-grade, cloud-based contact center solution.
- Capable of handling high volumes of interactions across multiple channels.
- Equipped with advanced analytics for real-time visibility and decision-making.
- Leveraged AWS Connect and Salesforce for an integrated contact center.
- Enhanced features included omnichannel routing, intelligent IVR, advanced analytics, and seamless CRM integration.
- Innovation incorporated cutting-edge AI technologies:
- Amazon Q for real-time recommendations and conversational analytics.
- Amazon Contact Lens for analytics and quality management.
- Additional AI/ML capabilities for predictive analytics and intelligent decision-making.
The solution utilized the following technologies: AWS Connect, Salesforce Service Cloud, Amazon Q, Amazon Contact Lens, Amazon Kinesis, Amazon Transcribe, CloudWatch, and various other AWS services and third-party integrations. AI integration included Amazon Q for real-time recommendations and conversational analytics, Amazon Contact Lens for speech analytics and quality management, and additional AI/ML capabilities for predictive analytics and intelligent decision-making.
-Personalized Interactions: Improved personalized interactions leading to higher customer retention and satisfaction.
-Customer Experience: Enhanced through consistent and efficient service delivery.
-Agent Productivity: Increased due to streamlined processes and better access to customer data.
-Data Integration: Streamlined, enabling better synchronization and utilization of data across systems.
-AI/ML Leverage: Enabled intelligent decision-making & predictive analytics for proactive customer service.
