Overview
Join Marc Trees, Director of Skip Tracing, Data Operations, and Workforce Management at PHH, as he shares how a mortgage servicer deployed sophisticated outbound technology in a fraction of the usual time and transformed how agents document every call.
Learn how PHH used the CXone AI Orchestrator to understand what customers really need, rolled out NiCE SmartReach in 90 days instead of six to nine months, and used Auto Summary to nearly eliminate wasted handle time while giving every agent consistent call notes to work from.
In this session, you'll hear:
- Why every day looks different when you're serving mortgage customers from origination through the life of the loan
- How the CXone AI Orchestrator surfaces what customers are really calling about, and where service falls short
- Why deploying an outbound mechanism in 90 days, instead of the usual six to nine months, changed what felt possible
- How Auto Summary nearly eliminated wasted handle time and gave every agent consistent, readable call notes
- Why AI is becoming the key to making customers feel heard, whether they're calling about a phone bill or a mortgage
Whether you're looking to deploy outbound technology faster than you thought possible, or bring consistency to how agents document every interaction, this testimonial offers a real-world look at what AI-driven efficiency means for a complex servicing business.