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TeleVoice Launches TelePath to Give Call Agents More InformationAt the Mortgage Bankers Association Annual Conference and Expo. TeleVoice, which develops and implements customized call center solutions, has launched TelePath, a desktop tool for contact center agents that increases customer service efficiency and delivers significant improvements in the customer experience. For mortgage servicers, TelePath provides a customer service representative a wealth of caller-specific data the moment the call is received. With this additional intelligence, the representative is better able to anticipate the caller's needs and mood and can then provide a higher level of service. "Delivering a premier custom experience has a direct impact on a servicer's reputation, driving everything from referrals to refinances. The converse is equally true," said Barry Hays, senior vice president of TeleVoice. "We understand that the industry needs effective tools to provide stellar service and that drives our development plan." Among the critical data provided by TelePath are:
The caller data from TelePath is instantly presented to the representative when the call arrives. At the same time, TelePath "pops" the appropriate screen from the system of record, populated with the borrower's account information. About TeleVoice Established in 1986, TeleVoice delivers customized telephony solutions, including Interactive Voice Response (IVR) and Computer Telephony Integration (CTI (News - Alert)) to the financial services industry. Based in Houston, the company currently serves some of the largest financial institutions including SunTrust, RBS Citizens, OneWest, and EverBank, helping them to more efficiently and cost-effectively manage their customer service communication channels while maintaining full compliance with key industry mandates like TCPA and Single Point of Contact.
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