A new on-demand service offered by Convergys strikes us as a sign-of-the-times. Citing statistics showing that the home loan industry is ramping up to handle 130,000+ requests for mortgage adjustments each month (March requests spiked more than 20,000 over the average for the prior six months), Convergys now offers Convergys Loan Modification Solutions. It is a customizable package of services that span live contact center agents and on-demand access to automated self-service on SpeechPort, including outbound notification capability and analytics.
Financial services is one of Convergys’ key vertical markets. It already claims that “nine out of 10 top commercial banks” leverage its customer care capabilities. This offer provides banks with access to resources that will enable them to scale-up quickly to meet anticipated demand driven by stimulus programs from both the government and private enterprises. It is a combination of specially trained agents, programmable speech-based resources and application logic to support outbound campaigns politely referred to as “early treatment and collections.”
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