Verint Systems announced that American Home Mortgage Servicing (AHMSI)—the 13th largest mortgage servicer in the country—is implementing its fifth-generation monitoring software across the company's Coppell, Texas and Jacksonville, Florida customer service centers. The Verint solution will provide AHMSI access to a host of complementary capabilities, including advanced QM, speech analytics, desktop analytics, scorecards, lesson management and coaching to help ensure continuously high levels of customer service.
Making the decision to broaden its current Verint solution set in September 2011, AHMSI will benefit from the ability to assess how well agents interact with customers and how effectively its processes and technologies support them. This begins with tracking and analyzing employee performance through role-appropriate scorecards using pre-defined key performance indicators (KPIs). Offering a view into employee desktop activities across different systems and applications through desktop analytics, the Verint solution can help improve efficiency, reduce costs and liability, and enhance the customer experience.
AHMSI also plans to take advantage of Impact 360's built-in coaching functionality, which is integrated with individual quality monitoring evaluation scores and KPIs. By tying coaching together with performance scorecards and training, and making this information available right on the desktop, companies like AHMSI can provide employees with better guidance on how to develop and enhance their customer service skills. This, in combination with turning customer interaction recordings into eLearning content, helps drive best practices across customer service operations. With the addition of Speech Analytics, AHMSI can further categorize and analyze call content to help reveal the root causes of customer perceptions and call volumes, identify opportunities and competitive insight, and surface trends that might otherwise go undetected.