The Next Applied
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CONTACT CENTER TRANSFORMATION FOR FINANCIAL SERVICES CLIENT IN NORTH AMERICA

CLIENT

 

A financial services provider in the USA

CHALLENGES

  • The contact center aimed to have an improved employee experience
  • This program targeted efficiencies and business growth driven through customer satisfaction and quality deliveries
  • Abolish the use of multiple systems which CSR representatives work on concurrently and build a unified user centric system.
  • Ensure seamless integration with IVR system in order to automate most of the manual processing

SOLUTION

 

  • Contact center is built over PEGA CSR framework for insurance
  • System integration to Unitrac (legacy system that stores loan data) using REST connectors
  • Case creation to be done through any of the below channels
  • Integrated application with all monitoring tools like Splunk , DevOps tools
    • IVR
    • Non-IVR
    • Chat Interaction
    • Email Listeners

BUSINESS BENEFITS

 

Enabled handling and servicing of multiple loans from one calling party for the following scenarios:

Lender/insurance carrier calls for updating/verifying multiple loans

Borrower calls for updating/verifying multiple loans on their name