How RoundPoint Mortgage Adapted Their Omnichannel Strategy During COVID-19

On-Demand Webinar

Learn how RoundPoint Mortgage quickly adapted their omnichannel strategy to meet new customer expectations with Five9’s Cloud Contact Center.

Fabian Russell

Assistant VP, Call Center Operations

Brian Spraetz

Sr. Product Marketing Manager

COVID-19 has rapidly changed how consumers interact with businesses causing customer service professionals worldwide to quickly adapt to this new reality.

With Five9 Digital Engagement, RoundPoint Mortgage, one of the nation’s largest non-bank mortgage servicing companies, was able to seamlessly adjust their contact center strategy to address these new changes in consumer behavior.

Join our customer spotlight webinar to learn how RoundPoint Mortgage modified their omnichannel strategy to meet new customer expectations and empowered their new work-from-home (WFH) agent workforce to service every customer online with care.

In this customer webinar, you will learn how RoundPoint:

    • Navigated high contact center volume during a crisis.

    • Improved first call resolution with a digital-first omnichannel solution.

    • Utilized a visual IVR to adapt to new customer behaviors.

    • Shifted to WFH environment with a cloud contact center.

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. According to a McKinsey report, the number of digital touch-points is increasing by 20% annually across the customer journey as more offline consumers switch to digital tools and younger, tech-savvy consumers enter the market. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefore, enhance customer loyalty and retention. On February 6th at 10 AM PST, join our experts as they reveal 3 proven ways to master the customer journey to deliver seamless customer experiences. This webinar will cover: • How to be where your customers are • How to improve agent performance • How AI humanizes the customer service experience

On-Demand Webinar