Customer Service
Deepen customer relationships and resolve support calls faster
As soon as the phone rings in your call center, the ICE Customer Service solution verifies who’s calling and provides your agents with relevant information about the customer’s loan. This cutting-edge solution, unique to the mortgage market, helps drive a better customer experience that leads to more one-call resolutions.
Customer Service is fully integrated with the MSP® loan servicing system to provide easy access to account information in a single location. It also shares threaded and tagged conversation histories with agents so multiple employes can access the same data when speaking to a customer on different occasions, leading to more consistent support and better customer retention.
User-friendly experience: Displays customer data and interactions on a single, simplified interface
Automated verification: Interactive voice response systems pass verification data already collected in the solution
Seamless integration with MSP: Data automatically syncs between MSP and Customer Service
Service history and data retention: Notations to gauge customer sentiment and improve follow-up activity
Call prediction: Models present the three most likely reasons a customer may be calling to help agents reduce call handle times