Case Study: Nationstar Mortgage reduces abandon rates and improves customer experience with Fonolo

Nationstar Mortgage - Customer Case Study

Nationstar Mortgage, one of the USA's leading mortgage lenders, faced the challenge of rising call volumes in their call center. To address this, they partnered with vendor Fonolo to implement its In-Call Rescue solution on their Avaya platform.

Fonolo's solution allowed Nationstar to offer customers the option to receive a call-back instead of waiting on hold. Deployed in under 30 days, the Fonolo system used on-premise Secure Appliances to ensure security compliance. This initiative successfully reduced abandon rates and provided customers with a more positive experience.

Nationstar Mortgage

Bill Pratt

Senior Vice President