RoundPoint Mortgage Turns to Digital Engagement to Service Homeowners

Receiving over 570,000 calls a month, RoundPoint Mortgage is one of the nation’s largest, fully integrated, non-bank mortgage servicing companies with offices located in Fort Mill, SC and Dallas, TX. RoundPoint moved to the cloud from its on premises contact center solution to provide “white glove services” to customers.

Read the case study to learn how RoundPoint:

• Shifted to WFH environment with a cloud contact center
• Utilized an IVR to adopt to new customer behavior during the pandemic
• Empowered agents to service customers with empathy during COVID
• Seamlessly modify its omnichannel strategy to meet customer demands