Director Mortgage Servicing
As the Director of Mortgage Servicing at Ruoff Mortgage, I am beyond thrilled to share our experience with TeleVoice and their state-of-the-art Voice-Integrated IVR AI system. From start to finish, this partnership has been nothing short of exceptional, delivering transformative results that have redefined how we interact with our borrowers.
The IVR AI system is a cutting-edge solution that combines advanced natural language processing, voice recognition, and seamless integration with our servicing platforms. It empowers our borrowers to manage their loans with ease and efficiency, offering a self-service experience that rivals human interaction. Key features such as intuitive voice navigation, account updates, payment processing, and tailored borrower assistance have not only improved operational efficiency but have also set a new benchmark for borrower satisfaction.
One of the standout benefits has been the significant reduction in call center expenses. By streamlining operations and minimizing the need for direct agent interaction, TeleVoice has allowed us to maintain high service quality while lowering operational costs. At the same time, the boost in borrower satisfaction has been remarkable, with 96% positive feedback—a testament to how TeleVoice prioritizes meeting borrower needs promptly and effectively.
The results speak for themselves. The system’s ability to handle complex queries with pinpoint accuracy has significantly reduced call wait times, increased first-call resolutions, and freed up our servicing agents to focus on more high-touch, specialized borrower needs. Additionally, the telePath Agent Dashboard has provided our team with real-time data and insights, enabling faster and more precise customer service actions that empower our agents to excel in their roles.
However, what truly sets this experience apart is the TeleVoice team. Their staff and management demonstrated unparalleled expertise, professionalism, and dedication throughout the implementation process. From the initial consultation to post-implementation support, the TeleVoice team went above and beyond to ensure the system was tailored to our specific needs and seamlessly integrated into our existing infrastructure. Their innovative teleVisor IVR technology, hosted on Azure, has been instrumental in providing borrowers with autonomous access to vital account information, payment options, and more.
TeleVoice’s commitment to excellence extended beyond technology—they worked closely with us to understand our business goals, borrower demographics, and operational priorities. The comprehensive integration capabilities of their solutions, including seamless compatibility with UCaaS/CCaaS platforms and ICE Mortgage MSP instances, ensured a customized and efficient borrower experience. Their ability to anticipate potential challenges and proactively address them ensured a smooth and efficient rollout.
This IVR AI system has been a game-changer for Ruoff Mortgage, revolutionizing our approach to borrower engagement and setting a new standard for what mortgage servicing can achieve. Conversational AI features have further enhanced the borrower experience by providing predictive options and reducing call times. The partnership has empowered our servicing agents and borrowers alike, delivering results that exceed all expectations.
I wholeheartedly recommend TeleVoice and their exceptional team to any organization looking to enhance customer service, streamline operations, and deliver a truly modern borrower experience. This partnership has been one of the most impactful decisions we’ve made, and I look forward to continued success with TeleVoice by our side.
Sincerely,
Glenn Freezman
Director of Mortgage Servicing
Ruoff Mortgage
