PHH Mortgage Moves Its Contact Centre to the Cloud


Serenova has 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, a Holmdel, NJ-based Platinum Plus partner of telecom master agent Intelisys, to evaluate the best course of action for its customer experience moving forward.

The subservicers selected Serenova over other providers due to the 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.

“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 silos so organisations can better tailor their customer experiences.

Providing “out of the box” integrations with strategic partners, Serenova will deliver the business agility and visibility that are critical to the future of PHH’s overall customer experiences.

“We’re honoured 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.”

Author: Robyn Coppell

Published On: 11th Oct 2018 - Last modified: 16th Oct 2018
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