Nationstar Mortgage Selects Fonolo's Call-Back Solution to Enhance the Contact Center Experience

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Mar 04, 2014, 08:00 ET

TORONTO, March 4, 2014 /PRNewswire/ -- Fonolo, the company that improves the call center experience by replacing hold time with a call-back, continues to grow its portfolio of world-class partnerships with the addition of Nationstar Mortgage. By adding Fonolo's solution to its call center, Nationstar now offers its customers the option to receive a call-back from the next agent, rather than waiting on hold.

"Offering an industry leading customer experience is a top priority for us," said Bill Pratt, Senior Vice President of Nationstar. "While we strive to answer every call as quickly as possible, sometimes hold times are unavoidable. Fonolo's solution allows us to offer our customers a positive experience, every time."

Nationstar Mortgage is one of the USA's leading mortgage companies. Since its inception in 1994, the company has experienced success by providing exceptional customer service and a wide range of competitive mortgage products.

"Fonolo's cloud-based approach allows for a remarkably quick installation time. I'm thrilled to say that Nationstar was able to offer our solution to customers in less than 30 days," said Fonolo CEO, Shai Berger. "By integrating with their existing Avaya Communication Manager infrastructure, all voice traffic stays local and we are able to adhere to the strictest security and compliance requirements."

Being put on hold is a top call center complaint. According to Forrester, 75% of consumers find the option of a call-back as "highly appealing". Replacing hold time with a call-back is an easy way to improve customer satisfaction, as well as lower cost-per-call.

About Fonolo

Fonolo is the leading provider of cloud-based call-back solutions. The company's innovative products improve the way call centers interact with their customers by seamlessly replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent and eliminating hold time. A growing list of organizations, including the Royal Bank of Canada (RBC), Nationstar Mortgage and Thomas Cook trust Fonolo to improve the call center experience for their customers. Learn more at fonolo.com.

About Nationstar

Based in Lewisville, Texas, Nationstar offers servicing, origination, and real estate services to financial institutions and consumers. Nationstar is one of the largest servicers in the United States and operates an integrated loan origination business that mitigates servicing portfolio run-off and improves credit performance for loan investors. Its Solutionstar business unit offers asset management, settlement, and processing services.

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