April 18, 2012
3CLogic's Cloud-Based Call Center Fuels Ultimate Solutions' Home Loan Modifications
Today, 3CLogic (News - Alert) announced that its line of cloud-based inbound and outbound call centers will be part of Ultimate Solutions Associates' home loan modification programs. 3CLogic is a major name in terms of cloud-based contact centers hosted on Amazon Web Services (News - Alert), and is looking to give Ultimate Solutions Associates a simple and easy to use call center experience for its representative.
3CLogic's systems are intended to provide solutions tailored to an individual business' needs, offering major functions like Interactive Voice Response systems with a user interface that is said to be simple to learn and adopt. Plus, the service can also grow and change with a business' needs, as the contact center suite can offer services like predictive dialing, a voice logger system, 3rd party CRM and more. It also offers flexible pricing plans as well as a variety of reporting formats including both real-time and historical.
Since Ultimate Solutions Associates was focusing on home loan modifications, a service geared toward helping people keep their homes and avoiding foreclosure, they looked to 3CLogic in terms of providing customized IVR and live agent monitoring, so that homeowner questions could be more effectively routed to the specially trained legal assistants Ultimate Solutions was using to field calls. The IVR also allowed for better after-hours call management as well, which reportedly increased customer satisfaction.
3CLogic's Contact Center Solution even allowed those aforementioned legal assistants to check their voice mail boxes from web browsers, giving them the opportunity to provide help to homeowners even while not at their office locations. Supervisory functions ensured the best possible responses as well, with monitoring, reporting, and barge-in features for those situations that required them on hand.
Considering that Ultimate Solutions Associates was dealing with home loan modification, they were likely dealing with some of the most challenging customer service situations out there: users who were scared, angry, or possibly both going into the process. Thus, it would prove necessary for Ultimate Solutions to respond with the best possible customer service it could bring to bear to make sure that the client walked away from the experience as happy as possible given the circumstances, which would already weigh heavily against Ultimate Solutions' chances for positive resolution.
But with the tool set available to Ultimate Solutions, success is much more likely, and considering the response from Ultimate Solutions' president, Yvonne Stewart, the entire process appears to be going well. She cited 3CLogic as simple, easy to use, and resulting in a "tremendous" increase in sales and productivity alike. Given the circumstances, that sounds like success.
Edited by Juliana Kenny