WESTLAKE, Texas–(BUSINESS WIRE)–defi SOLUTIONS is pleased to announce the implementation of both Amazon Lex and Genesys Cloud CX™ to empower its business process outsourcingteam that represents lenders from across the US and in Canada.
The Genesys Cloud CX platform is an all-in-one, composable CCaaS and employee experience solution and Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces.
Using the two cloud platforms, defi BPO team members can offer a modern client experience with digital interactions and intelligent virtual assistants, whether they are working remotely from across the US or in the defi BPO Amherst, New Yorkfacility.
With the addition of Amazon Lex and Genesys Cloud CX, the defi BPO technology stack is:
- OMNI CHANNEL for all customer interactions via a single hub
- AI ENABLED for current and future innovation
- INTELLIGENT VIRTUAL ASSISTANTS for all or part of a customer interaction
defi BPO offers lenders and their borrowers improved response times and the digital interaction borrowers demand through:
- AI-powered messaging that simulates human conversation through voice or text commands
- Natural Language Processing (NLP) with Interactive Voice Response (IVR) for hands-free menu responses
- IVR payments that are accepted anytime, from anywhere without agent interaction
- Virtual Assistants that automate and personalize the customer experience
- Instant access to customer account information to inform and improve the conversation
- Click-to-call integrations that streamline agent interaction
- Callback for IVR offers an option for a callback while keeping the caller’s position in the queue
“We are continuously seeking to improve our processes and services. These cloud technologies from Amazon and Genesys are giving us the tools we need to satisfy our lenders and their borrowers today and for the future.” said Steve Bissett, VP client services, defi SOLUTIONS.
About defi SOLUTIONS
defi SOLUTIONS offers lenders an end-to-end, total solution for the loan or lease lifecycle. Partnering with captives, banks, credit unions, and finance companies, defi’s market-leading solution helps lenders exceed borrower expectations. From digital engagement through the complete lending process, defi sets new standards for flexibility, configurability, and scalability in originations and servicing (by your experts or ours). For more information, please visit www.defisolutions.com.
Contacts
Charlie Lewis
Dir, Communication
(682) 717-8481
clewis@defisolutions.com
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
