A rapidly growing mortgage provider outgrew its legacy telephone system and transitioned to a self-hosted hybrid environment of multiple hosting providers and carriers. With several hundred locations across the United States, the patchwork system had severe latency and call quality issues. The result was failing customer service and an inability to scale the company. And with the IT team saddled with spending 20 percent of their time dealing with phone related issues, the issue was long past being unsustainable.
After working through an extensive competitive review, the company decided to replace its failing communications systems with a cloud business telephone system with our UCaaS partner. The unified communications solution interconnected more than 600 branches and the company’s center of operations. And with one single provider as a single-point of service and consolidated billing, there were significant efficiency increases and cost savings.
The cloud UCaaS opened up a legion of benefits associated with deploying an industry-leading communications solution. The nearly immediate positive impact led the company to deploy a CCaaS (contact center as a service) through our partner. Some of their heaviest users are in their rate lock group, working directly with loan officers to finalize loan rates. Efficient and rapid communications between the two teams is a core function for the company. With integrated UCaaS and CCaaS, they now have full visibility into the process. They can measure and tune individual performances to ensure that this critical business operation is running optimally.
Flexibility & Mobility
With single number outreach, employees enjoy having one phone number work across several devices, including desk phone, laptop, and mobile. Loan officers are often very mobile and continually take advantage of the ‘follow me’ capability. As a rapidly-growing company, with a continual inflow of new hires, they now can ship out a phone, have the employee plug it in, and immediately be productive. And in today’s remote workforce environment, this flexibility is a game-changing advantage.
Integration Adds Value
Integrating unified communications and contact center solutions from the same vendor has been a productivity game-changer for the company. They perform administration from a single console, so even with hundreds of offices, management is simple and efficient. The combination also allows them to scale quickly and deliver outstanding customer service by enabling agents to collaborate with anyone in the organization effortlessly. Today, their communications systems add value to the business, rather than detracting like it used to with their legacy system.
We Can Help
Integrated UCaaS and CCaaS systems can add value to companies of any size. Contact us to learn how we can help you transform your business by moving communications to the cloud.