Magazine article Mortgage Banking

American Home Mortgage Servicing Implementing Verint Impact 360 Software

Magazine article Mortgage Banking

American Home Mortgage Servicing Implementing Verint Impact 360 Software

Article excerpt

Verint Systems Inc., Melville, New York, announced that American Home Mortgage Servicing Inc. (AHMSI), Coppell, Texas the--13th-largest mortgage servicer in the country, according to the company--is implementing its fifth-generation Impact 360[R] Quality Monitoring[TM] 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 quality monitoring, 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. …

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