PHH Mortgage Moves its Contact Centre to the Cloud with Serenova

Serenova, a leading contact centre-as-a-service (CCaaS) and workforce optimization (WFO) provider announced that PHH Mortgage, one of the largest subservicers of residential mortgages in the United States, has selected its CCaaS platform, CxEngage. PHH was introduced to Serenova via D&M Enterprise Group (link is external), a Holmdel, N.J.-based Platinum Plus partner of telecom master agent Intelisys, to evaluate the best course of action for its customer experience moving forward.

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PHH selected Serenova over other providers due to the rich functionality and reliability of Serenova’s cloud solution. Moving to the cloud will enable PHH to streamline operations while enabling call centre agents to continue to deliver exceptional customer experiences.

PHH Mortgage has long been dedicated to supporting its diverse list of professional clients. PHH’s clients represent large financial institutions and investors of mortgage servicing rights (MSRs), as well as regional and community banks, and credit unions. PHH delivers services in a seamless, easy-to-use way so its clients can concentrate on their own core businesses.

To keep pace with customer expectations, PHH began searching for a contact centre solution that would serve as a platform for growth in the years ahead. After an extensive evaluation, PHH selected to move its contact centre operations to Serenova’s cloud solution to simplify administration, reduce costs related to overhead and the use of disparate systems, and above all, enjoy the benefit of being able to scale on-demand.

“We began a search of the contact centre market in order to further enhance our customer experience and better position ourselves for growth,” said Ian Hill, CIO of PHH Mortgage. “Central to our decision to choose Serenova was its ability to seamlessly integrate with other platforms, such as Customer Service Automation and Workforce Management. We believe that implementing CxEngage alongside solutions from Jacada and Teleopti in our contact centre will have a positive impact on customer satisfaction and enable our team to be more accessible. The combined contact centre solution offers faster resolutions for our customers – all while reducing costs.”

Serenova’s CxEngage was designed with robust integration capabilities to simplify implementation, unify communications and break down operational siloes so organizations can better tailor their customer experiences. Providing “out of the box” integrations with strategic partners, Jacada (link is external) and Teleopti (link is external), Serenova will deliver the business agility and visibility that are critical to the future of PHH’s overall customer experiences. Through these robust, pre-built integrations, PHH can seamlessly and easily link Jacada’s Automation Platform as well as Teleopti’s Workforce Management (WFM) solution to CxEngage’s powerful queueing, routing, and reporting engine.

Jacada Automation Platform – offering Intelligent Self-Service integrated with CxEngage enables PHH to drive more customer self-service through a dynamic, digital support experience via the Web, mobile apps, or any other communication channel to fulfill their transactional needs. The combination of Jacada and CxEngage also provides customers with the help they need, at the time they need it and through the channel of their preference – without involving a call center agent. This ensures that PHH’s customers get to a resolution quicker while also reducing strain on PHH’s resources.

Teleopti WFM – combining CxEngage’s continuous feed of data and insights into customer engagements with Teleopti’s WFM solution ensures that PHH’s contact centre supervisors and planners are prepared for the demands of the business. Planners and managers can create reliable and accurate forecasts and budgets to balance contact centre staffing with the right number of people that possess the right skills. This lets PHH make the most out of its resources and improve customer service, employee satisfaction and operational excellence.

“We’re honored to welcome PHH to our Serenova family – their dedication to high-impact customer relationships and commitment to innovation aligns with Serenova’s mission of empowering companies to continuously improve customer experience,” said John Lynch, CEO of Serenova. “Making this move to the cloud will provide PHH the flexibility to upgrade their contact centre options with minimal up-front investments, reduced maintenance requirements and the ability to integrate with systems necessary to the success of their customer experience goals. Together with Jacada and Teleopti, we’ re thrilled to empower PHH with the tools they require to better serve their customers. We’re also pleased to have a partner like D&M, their experience and execution capabilities are invaluable.”

About Serenova

Serenova simplifies every aspect of the customer experience, from front office to back, to make life easier for you, your customers and your employees. The world’s most passionate, customer-focused brands achieve brighter interactions, deeper insights, and more meaningful outcomes with Serenova’s always-on, highly secure, true multi-tenant and instantly scalable Contact Center as a Service (CCaaS) platform, CxEngage. Headquartered in Austin, Texas, Serenova also has operations in California, Canada, the United Kingdom and Australia. Learn more at www.serenova.com.