Concord Servicing Corporation has selected Genesys Cloud to help its loan originators and capital providers work more efficiently and deliver better service to customers.
Concord Servicing aims to achieve cost savings after it shifts from its on-premises solution to Genesys Cloud.
“Moving to the cloud will enable us take advantage of the newest innovations quickly while also providing added flexibility to scale our contact center as our business grows,” said Dan Goit, senior director of Concord’s contact center.
Concord selected Genesys, the global leader in cloud customer experience and contact center solutions, after an 18-month search that included evaluating 10 contact center providers.
Genesys Cloud will enable Concord’s internal IT department to take ownership of the set up and management of its contact center technology, streamlining efforts and driving cost savings. IVR feature will enable the company to offer customers easy self-service options, freeing up agents to focus on higher-value interactions.