Case Studies

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Mortgage-Asset Services Business
Flexibility and cost savings through third party contact centre support
Flexibility and cost savings through third party contact centre support

Profile

Industry: Financial Services    Employees: 6,400    Revenue: £14.05 billion

Business: Large residential and commercial mortgage and asset management services business, operating across the US.

Challenge: To maintain its existing contact centre systems while transitioning to new technology.

Solution: Eckoh's third-party party contact centre support service.

Benefit:

  • Flexibility in contract length
  • Reduced costs through third-party support
  • Maximise ROI on contact centre technology investment.

Background

A leading financial services business, based in West Palm Beach, Florida, that provides residential and commercial mortgage loan servicing and asset management services. The business is licensed to service mortgage loans in all 50 states, the District of Columbia and two U.S. territories and has been servicing residential mortgage loans since 1988 and subprime mortgage loans since 1994. They are the largest non-bank servicer in the US, traded on the NYSE and service a mortgage portfolio of over 500 Billion in UPB.

Challenge

The organisation has a large customer base – covering consumer and commercial accounts – spread over a large geographic area. As such they have a substantial contact centre operation to manage.

The customer uses Aspect 7.2 Unified IP systems and Aspect WFM.  Previously they had been supported by Aspect but with their plans to migrate to new technology that support was no longer available. Their intent was to maximise the investment they’d made by continuing with the Aspect technology while they prepared for the transition to new systems.

As such, they needed to find a provider of third party support that had a proven track record, especially with Aspect technology. It was also important that the provider had resources throughout the country with experience supporting their existing systems.  Flexibility in the length of any contract was another key element of their needs to enable them to make the transition to new technology efficiently and without disruption to the running of the business.

Solution

Eckoh provided its expert and world-leading third party support service for the data centres in Atlanta, Georgia and Denver, Colorado. Many Aspect solutions still work well and deliver value so with Eckoh’s third-party support, the organisation can extend the life of their solutions so they can upgrade in their timeframe.

Upgrading contact centre technology can seem a daunting task and vendor support for existing systems can be expensive. The real alternative is third-party support from an expert in the field with proven experience in a wide range of technologies.

Value

  • Flexibility – enabling the organisation to maintain their existing systems until they were ready to transition to new technology
  • Resources – Eckoh’s experts are available across the country
  • Experience – Eckoh’s experience in this field is well-known
  • Save money – third party support is better value than vendor support
  • ROI – maximise the investment made in the technology

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