Case Study: RoundPoint achieves scalable, digital-first omnichannel service with Five9

RoundPoint Mortgage Turns to Digital Engagement to Service Homeowners

RoundPoint Mortgage, a large non-bank mortgage servicer with offices in Fort Mill, SC and Dallas, TX, was handling hundreds of thousands of customer contacts monthly but was constrained by an on‑premises telephony system that lacked a predictive dialer, administrative controls, real‑time reporting and the ability to scale—shortcomings that threatened service quality as the company grew and demand surged during the COVID‑19 forbearance wave.

Moving to Five9’s cloud contact center, RoundPoint implemented omnichannel digital engagement (chat, email, voice), Visual IVR, transcript integration and assisted‑response templates, and rapidly enabled remote agents. The solution let RoundPoint scale quickly, handle over 200 chats per day (vs. an expected 50), save 2–3 minutes per chat/email interaction, process 48,000–55,000 forbearance plans in a month, and maintain its “white‑glove” customer service with improved SLAs and centralized reporting.

RoundPoint

Fabian Russell

Assistant VP, Call Center Operations