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Fannie Mae Expands Call Center with Verizon Business Solution

June 23, 2009

Fannie Mae has made use of an advanced contact center solution from Verizon Business to expand its corporate call center to ensure it is able to respond to inquiries about the Making Home Affordable program efficiently. The new Making Home Affordable program from the Obama administration is focused on preventing foreclosures and supporting sustainable homeownership.
 
According to Brian Faith, vice president of communications at Fannie Mae, the company received around 100,000 calls in response to the Making Home Affordable program since its launch in March. Fannie Mae worked with Verizon Business (News - Alert) and other vendor partners on the effort. Faith also added that the enhanced call center capabilities have enabled then to better process inquiries and point borrowers in the right directions to get the help they need.
 
The Verizon Business solution integrates Verizon Web Center and Enhanced Call Routing (ECR) with Verizon's hosted interactive voice-response service. This enables Fannie Mae to handle call volume increase, speed call resolution and bolster response capacity. ECR uses automated speech technology and touch-tone commands to route callers to the appropriate representatives.
 
The Verizon Web Center, on the other hand, enables Fannie Mae to respond to callers on their own terms, such as phone call, e-mail, fax or instant-messaging. This helps to deliver a more personal communications experience to customers. Since Web Center is a network-based multimedia automated call distribution service, it is possible to add agents quickly by having them use their computers and a broadband connection.
 
The Making Home Affordable Program consists of two initiatives, Home Affordable Refinance and Home Affordable Modification. The program provides crucial tools to mortgage lenders and homeowners coping with financial hardship and declining home prices.
 
Even though the main challenge in the current economy remains how to get things done efficiently and cost-effectively, customer service still remains important for business and government customers.
 
According to Blair Crump, group president of worldwide sales at Verizon Business, the company is doing its part to help customers like Fannie Mae rise above such challenges by harnessing the power of advanced communications and IT solutions to help consumers get the information they need when they need it. Verizon Business combines professional expertise with the world's most connected IP network to deliver award-winning communications, IT, information security and network solutions.
 
In other news, Verizon Wireless, part of Verizon Business, recently added 380 jobs to an Alabama call center. As TMCnet reported, the company began adding the entry-level customer service worker positions to its 152,000-square-foot Verizon facility inHuntsville, AL.

Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.

Edited by Amy Tierney

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