HOUSTON--(BUSINESS WIRE)--In 1986, TeleVoice wanted to explore the use and benefits of interactive voice response (IVR) technology. Today, the customized call center solutions provider celebrates 30 years of meeting the needs of servicers and other financial institutions.
Here are some of the issues the company faced in 1986 in #Throwback Thursday style:
- The breakup of then telecommunications giant AT&T opened the door for new companies to enter the industry and garner market share with technology for the market.
- The biggest challenge was the high number of rotary phones still in use.
- Systems were rudimentary and scripting was clumsy.
As consumer acceptance of IVR progressed, TeleVoice has become recognized in the industry as a leader in call center solutions with IVR systems that are well designed and easily navigated. The systems include options for self-service payment and payoff statement processing, private label servicing and customer satisfaction surveys. In addition to IVR systems, TeleVoice expanded its product offerings to include a suite of call center solutions that increase operating efficiencies, address regulatory challenges and improve the customer experience.
TeleVoice plans to continue expanding its product offerings to meet a growing demand within the financial services sector.
“Mortgage servicing has become a much greater focus of our product development efforts than we ever would have envisioned 30 years ago,” said Barry Hays, co-founder and senior vice president of TeleVoice. “It has been exciting to be a participant in the industry through several periods of major changes; changes we did not anticipate. We look forward to continuing our role as a valued partner for our servicing clients in the years to come.”
TeleVoice’s IVR systems have been so effective for mortgage servicers, roughly half of all calls into its clients’ centers are managed without assistance from a customer service representative, Hays pointed out. During its 30 years in business, TeleVoice systems have processed hundreds of millions of calls for its clients, providing consumers with improved self-service options and lowering costs for clients.
Since 1988, the company has worked closely with Black Knight Financial Services, a leading provider of premier technology, data and analytics across the mortgage loan lifecycle. TeleVoice systems are tightly integrated with Black Knight’s LoanSphere MSP system, the mortgage industry’s leading servicing platform.
Although TeleVoice has been primarily focused in the financial industry, it has delivered systems for companies such as Xerox, AT&T, Lockheed Martin, Shell Oil as well as several government agencies and credit unions.
In addition to IVR systems, TeleVoice also provides other systems designed uniquely for the needs of mortgage servicers, including screen pop and call recording solutions.
Established in 1986, TeleVoice delivers customized telephony solutions, including Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) to the financial services industry. Based in Houston, Texas, TeleVoice has been the call center solutions partner of industry leader Black Knight Financial Services, formerly LPS, since 1987. The company currently serves some of the largest financial institutions including SunTrust, RBS Citizens, OneWest, EverBank and Capital One, helping them to more efficiently and cost-effectively manage their customer service communication channels while maintaining full compliance with key industry regulations like SPoC.