Overview
Join Amy Lins, Vice President of Customer Success at Money Management International, as she shares how a nonprofit financial counseling organization uses AI to make a smoother path for people already in financial and housing distress.
Learn how MMI moved beyond table-stakes phone, email, text, and chat into CXone's AI tools like Auto Summary, why mapping processes up front would have sped up implementation, and how the right technology partner supports a small contact center with the same care as a large one.
In this session, you'll hear:
- Why CX matters more when every caller is already in financial or housing distress
- How CXone's AI tools, including Auto Summary, went beyond table-stakes phone, email, text, and chat
- Why mapping processes thoroughly before implementation would have made the rollout faster
- How supporting counselors who hear difficult stories every day became a core part of the CX mission
- Why a nonprofit contact center gets the same partnership and support as a much larger company
Whether you're looking to bring AI into a mission-driven contact center, or plan implementation the right way from the start, this testimonial offers a candid look at supporting both the people who call in and the counselors who answer.