Case Study: New Credit America achieves rapid work-from-home continuity and improved customer experience with LiveVox

Amid a Pandemic New Credit America Brings a Human Touch to Personal Finance

New Credit America, an Oregon-based fintech specializing in debt consolidation and personalized loan servicing, faced the sudden need to shift to remote operations during the COVID-19 pandemic while continuing to support customers’ financial health. To avoid service interruption and quickly enable at-home agents, New Credit America partnered with LiveVox and deployed the LiveVox platform suite (Voice, Channels, U-CRM) to support a secure, monitored remote workforce.

LiveVox helped migrate all service representatives to work from home within one week using monitoring, chat, and agent scorecard tools, and enabled hyper-targeted voice, email, and SMS campaigns tied to account status and COVID-19 relief requests. The LiveVox solution enriched agent desktops, improved visibility into campaign performance, and drove better customer experiences—SMS averaged a 90-second response rate—helping New Credit America flatten a potentially negative revenue curve and keep consumers on track financially.

New Credit America

Justin Bates

Senior Director of Operations