How Many Platforms Does It Take to Answer a Customer?
A practical guide for Canadian IT leaders in mortgage and lending: count the systems behind every customer conversation, and see what consolidating them saves.
Count your platforms
Voice routing, IVR, chat, call recording, quality assurance, workforce management, surveys, CRM integration, analytics. Most teams run a separate system for each. That is potentially 8 to 10 vendors, contracts, integration points and change request queues.
Each one was “best of breed” when it was bought. Together they create swivel-chair workflows, fragmented data and slow change cycles.
What is inside
- Count your platforms
- Before and after consolidation
- The economics of consolidation
- What IT leaders actually wanted
- Why this matters for mortgage and lending IT
- See the platform in five minutes
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