Case Study: National Mortgage Company achieves accurate state-based agent matching and greater efficiency with Avaya Oceana

National Mortgage Company Selects Avaya to Help Americans Realize the Dream of Home Ownership

A national mortgage company focused on helping Americans achieve home ownership was challenged by the complexity of servicing clients across the United States: each state’s licensing rules meant calls had to be handled by agents with the correct credentials, and the company struggled to consistently route customers to the right representative based on location, call type and language needs.

Working with Avaya strategic consultants, the company deployed Avaya Oceana® attribute matching to dynamically match callers to appropriately qualified agents using factors like state, call type, customer attributes, language preference and agent proficiency. The solution boosted agent efficiency and productivity, enabling the company to expand its market presence and pursue growth targets.