{"id":49823,"date":"2021-11-02T04:00:33","date_gmt":"2021-11-02T11:00:33","guid":{"rendered":"\/us\/en\/blog\/?p=49823"},"modified":"2022-12-30T08:07:05","modified_gmt":"2022-12-30T16:07:05","slug":"digital-debt-collection-with-advanced-contact-center-platforms","status":"publish","type":"post","link":"\/us\/en\/blog\/digital-debt-collection-with-advanced-contact-center-platforms\/","title":{"rendered":"Digital debt collection with advanced contact center platforms"},"content":{"rendered":"<p><b>Highlights:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Financial services organizations must be agile to remain competitive, and today, that includes adopting digital technologies as they emerge.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Advanced contact center platforms can help lenders and mortgage servicers provide an omnichannel experience for customers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Leveraging omnichannel communications and AI-powered analytics can create operational efficiencies for lending and mortgage servicing.<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83e\uddd1\ud83c\udffc\u200d\ud83d\udcbc\ud83c\udfe6 \ud83d\udcbb\u00a0 Today&#8217;s mortgage servicers must embrace digital technologies to remain competitive. \ud83d\udcaa Get the full story with our free infographic.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/digital_communication_channels_collections.pdf\" data-id=\"69fb521202e61\" id=\"69fb521202e61\">\n\t\t<button tabindex=\"on\"  on=\"tap:69fb521202e61.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Learn more now<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">Here are just a few ways that forward-thinking mortgage servicers use analytics and digital communication channels today.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-02395\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"View the infographic\">View the infographic<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69fb521202e61.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">Lenders and mortgage servicing organizations must be agile to adapt to a constantly changing technology landscape and ever-shifting consumer preferences.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Today, lending and mortgage servicing benefit most from two key areas of digital technology:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Digital communication channels, such as email, SMS, chat, and social\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Analytics, fueled by borrowers\u2019 behaviors and responsiveness to formats other than email or letters, big data, and artificial intelligence (AI), along with more sophisticated IVR capabilities to filter and re-route the borrower to the appropriate digital channel\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">These technologies provide the tools lenders need to make communications and decision-making more efficient at every step in the lending and mortgage servicing process.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><b>Use all the digital communication channels at your disposal<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The proliferation of digital channels means there are more ways to meet consumers than ever before, but it also means you have to understand which channels your customer prefers to ensure you are providing the best possible customer experience for them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to research from<\/span><a href=\"https:\/\/www.bellomy.com\/blog\/mortgage-lenders-evolving-omnichannel-experience\"> <span style=\"font-weight: 400;\">Bellomy<\/span><\/a><span style=\"font-weight: 400;\">, customers today express a distinct preference for lenders that make digital communications available. In a recent survey, two-thirds of Gen Y\/Z and 59 percent across all generations indicated that they would move to a 100-percent contactless loan process if it were made available to them.<\/span><\/p>\n<figure id=\"attachment_49826\" aria-describedby=\"caption-attachment-49826\" style=\"width: 930px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-49826 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/preferred-communication.png\" alt=\"RingCentral for Financial Services\" width=\"930\" height=\"574\" \/><figcaption id=\"caption-attachment-49826\" class=\"wp-caption-text\">Source: Bellomy, https:\/\/www.bellomy.com\/blog\/mortgage-lenders-evolving-omnichannel-experience<\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\">Meeting the demands of a digital-first customer base necessitates adopting an omnichannel communications strategy and investing in the technology to support it. A cloud-based, advanced contact center platform designed for financial services facilitates seamless omnichannel communication, including capabilities such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Telephony<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Text or SMS messaging<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cloud-based file sharing and storage<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Task management tools for team collaboration<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Integration with other business applications<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Video conferencing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enhanced security features to protect business and customer data<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Built-in analytics<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Advanced contact center platforms enable digital transformation for financial services, a key priority for lenders. That is why lenders are making significant investments in digital technologies now. According to a<\/span><a href=\"https:\/\/aite-novarica.com\/report\/consumer-lenders%E2%80%99-plans-navigating-next-normal\"> <span style=\"font-weight: 400;\">recent Aite survey of North American lenders<\/span><\/a><span style=\"font-weight: 400;\">, 53 percent of lenders have upgraded or will upgrade their ability to communicate with borrowers through a variety of channels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To engage customers more fully, investments in chatbot\/conversational banking solutions, agent bots, and omnichannel delivery solutions are top of mind for lenders.<\/span><\/p>\n<figure id=\"attachment_49827\" aria-describedby=\"caption-attachment-49827\" style=\"width: 930px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-49827 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/digital-communications.png\" alt=\"RingCentral for Financial Services\" width=\"930\" height=\"434\" \/><figcaption id=\"caption-attachment-49827\" class=\"wp-caption-text\">Source: Aite, https:\/\/aite-novarica.com\/report\/consumer-lenders%E2%80%99-plans-navigating-next-normal<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h2><b>Use digital channels at every stage of lending and mortgage servicing processes<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Omnichannel communications impact every stage of lending and mortgage servicing processes from marketing to post-closing communications and collections. The same Aite survey revealed that lenders are increasing their technology spend across the board to make their processes more effective and efficient, with 29 percent make a significant investment in marketing and loan origination technologies, 19 percent making significant investments in fraud, data, and analytics technologies, and 14 percent making significant investments in collections technologies.<\/span><\/p>\n<figure id=\"attachment_49828\" aria-describedby=\"caption-attachment-49828\" style=\"width: 930px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-49828 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/technology-budget.png\" alt=\"RingCentral for Financial Services\" width=\"930\" height=\"550\" \/><figcaption id=\"caption-attachment-49828\" class=\"wp-caption-text\">Source: Aite, https:\/\/aite-novarica.com\/report\/consumer-lenders%E2%80%99-plans-navigating-next-normal<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h3><b>Omnichannel communications for marketing and portfolio management<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">An omnichannel marketing approach includes creating a unified and positive experience for borrowers at every touchpoint. Common channels for marketing to customers include text, social media, email, voice, and even video.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Examples of how to use an omnichannel approach to marketing may include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Engaging prospects and borrowers across multiple communication channels with consistent brand messaging.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing personalized one-on-one messaging based on the borrower journey<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offering customers their choice of communication channel for status updates and alerts<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Sending tailored communication across text, print, email, phone, chat, or video<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3><b>Omnichannel communications for origination and collections<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Digital channels are increasingly important for the loan origination and collections processes as well.<\/span><a href=\"https:\/\/aite-novarica.com\/report\/alternative-data-and-artificial-intelligence-critical-tools-lending-toolbox\"> <span style=\"font-weight: 400;\">Ninety percent of lenders<\/span><\/a><span style=\"font-weight: 400;\"> believe that digital loan origination is necessary to remain competitive, 35 percent have largely automated their loan origination process, and 68 percent offer an online portal for consumers to upload documents and check their loan application status.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Omnichannel communications enable lenders to streamline their collections processes as well. For example, deploying AI-powered chatbots, text messages, or interactive voice response systems to engage lower-risk customers is more cost-effective and efficient than deploying live agents to do so. Additionally, giving delinquent account holders multiple options for contact can increase the likelihood of successful engagement.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_orange\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"1134\" height=\"1096\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/nice-incontact-ebook-lp.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">6 must-haves for your best CX<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-1051472509\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-1051472509\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 24.5675C139.177 24.5675 138.303 23.8809 138.303 22.7339C138.303 21.4233 139.238 20.7383 140.921 20.7383H144.069L144.086 20.9549C144.088 23.2232 142.777 24.5675 140.58 24.5675Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M128.187 26.9657V19.2047C128.187 16.8979 129.623 15.4317 131.896 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16.6477V16.5017C13.8424 15.8905 15.339 14.4051 15.339 11.0684C15.339 7.64031 12.782 5.14423 8.04169 5.14423H0V26.9657H3.73931V18.3H8.29354C10.4143 18.3 11.4746 19.3604 11.4746 21.4811V26.9817H15.2139V21.4811C15.2139 18.3946 13.9033 17.1482 11.6302 16.6477ZM7.84117 14.9329H3.73931V8.51618H7.83956C9.86562 8.51618 11.4233 9.35998 11.4233 11.7277C11.4233 14.0955 9.85119 14.9329 7.84117 14.9329Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M19.7329 9.60219C20.2077 9.60219 20.6729 9.46262 21.0676 9.19794C21.4638 8.93485 21.7718 8.55948 21.9531 8.11994C22.1359 7.68039 22.1824 7.19754 22.091 6.73233C21.998 6.26552 21.7702 5.83721 21.4333 5.50194C21.0964 5.16506 20.6697 4.93727 20.2029 4.84423C19.7361 4.75119 19.2532 4.79931 18.8153 4.98219C18.3758 5.16506 18.002 5.47306 17.7373 5.86769C17.4742 6.26231 17.333 6.72752 17.3347 7.20235C17.3298 7.67879 17.4694 8.144 17.7325 8.54023C17.9956 8.93646 18.3726 9.24446 18.8137 9.42412C19.1041 9.54604 19.4169 9.6054 19.7329 9.60219Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.9769 0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/ebook-the-innovators-guide-to-the-digital-first-contact-center.html\" class=\"view-all view-all-brown\" data-dl-name=\"Read the guide\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the guide<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-1051472509\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-1051472509\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><b>Leverage analytics fueled by borrowers\u2019 behaviors, big data, and artificial intelligence<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">An exciting technology development that holds great promise for streamlining and enhancing operational processes for lenders and mortgage servicers is artificial intelligence, particularly machine learning technology. According to<\/span><a href=\"https:\/\/aite-novarica.com\/report\/alternative-data-and-artificial-intelligence-critical-tools-lending-toolbox\"> <span style=\"font-weight: 400;\">recent research<\/span><\/a><span style=\"font-weight: 400;\">, as lenders see the business need to incorporate more data, they are turning to advanced analytics powered by AI to use their data in a manageable way that adds value.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here&#8217;s how North American respondents answered the question &#8220;Does your company employ artificial intelligence (AI) such as machine learning in any of the following stages of the loan life cycle?\u201d:<\/span><\/p>\n<figure id=\"attachment_49829\" aria-describedby=\"caption-attachment-49829\" style=\"width: 930px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-49829 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/aite.png\" alt=\"RingCentral for Financial Services\" width=\"930\" height=\"516\" \/><figcaption id=\"caption-attachment-49829\" class=\"wp-caption-text\">Source: Aite, https:\/\/aite-novarica.com\/report\/alternative-data-and-artificial-intelligence-critical-tools-lending-toolbox<\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\">By combining omnichannel communications with the power of artificial intelligence, lenders and mortgage servicers are seeing a significant leap in operational efficiency. Machine learning, a subset of AI, can help lenders:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Refine credit models<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enhance lending and security policies<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve fraud detection and prevention<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Streamline underwriting processes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide more efficient and effective communication with prospects and existing borrowers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enhance the borrower journey<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve collections efforts with predictive analytics<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">As just one example of processes that can be improved with AI, consider the collections process. Using predictive analytics, mortgage servicers can identify early warning signs of financial distress in accounts that have not yet become delinquent. Armed with this information, collections departments can reach out to customers proactively, offering options to prevent delinquency before it happens.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Applying machine learning technology to the large datasets owned by lenders can yield significant information for collections, such as which digital channels are most effective for contacting delinquent borrowers, and even when to time communications for best effect. Simply put, these digital technologies can help lenders predict delinquencies, segment groups of accounts as needed, and prioritize where to deploy resources to resolve collections efficiently.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"1232\" height=\"924\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/financial-services-contact-center.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\"><\/span><b>UP NEXT: 8 reasons to modernize your financial services contact center<\/b><span style=\"font-weight: 400;\"><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-964708615\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-964708615\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 24.5675C139.177 24.5675 138.303 23.8809 138.303 22.7339C138.303 21.4233 139.238 20.7383 140.921 20.7383H144.069L144.086 20.9549C144.088 23.2232 142.777 24.5675 140.58 24.5675Z\" 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\/>\n\t\t\t\t\t\t\t<path d=\"M21.5423 12.0036H17.9282V26.9673H21.5423V12.0036Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11.6302 16.6477V16.5017C13.8424 15.8905 15.339 14.4051 15.339 11.0684C15.339 7.64031 12.782 5.14423 8.04169 5.14423H0V26.9657H3.73931V18.3H8.29354C10.4143 18.3 11.4746 19.3604 11.4746 21.4811V26.9817H15.2139V21.4811C15.2139 18.3946 13.9033 17.1482 11.6302 16.6477ZM7.84117 14.9329H3.73931V8.51618H7.83956C9.86562 8.51618 11.4233 9.35998 11.4233 11.7277C11.4233 14.0955 9.85119 14.9329 7.84117 14.9329Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M19.7329 9.60219C20.2077 9.60219 20.6729 9.46262 21.0676 9.19794C21.4638 8.93485 21.7718 8.55948 21.9531 8.11994C22.1359 7.68039 22.1824 7.19754 22.091 6.73233C21.998 6.26552 21.7702 5.83721 21.4333 5.50194C21.0964 5.16506 20.6697 4.93727 20.2029 4.84423C19.7361 4.75119 19.2532 4.79931 18.8153 4.98219C18.3758 5.16506 18.002 5.47306 17.7373 5.86769C17.4742 6.26231 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data-no-auto-dl=\"true\">Read the blog<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-964708615\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-964708615\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><b>RingCentral: Omnichannel capabilities combined with advanced analytics for lenders<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Forward-thinking financial services organizations realize that leveraging digital technologies is the only way to remain competitive in today&#8217;s mortgage landscape. RingCentral offers lenders and mortgage servicers an advanced contact center platform that incorporates AI-powered advanced analytics.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With RingCentral, lenders can:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Engage with customers across multiple digital channels securely<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automate workflows and connect distributed teams in one centralized, cloud-based workspace<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automatically filter and route calls based on service need<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Integrate core collection and servicing apps for real-time customer information<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Get powerful analytics to determine the best digital channel and method to reach the borrower<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">To see how our advanced contact center platform works to meet your most pressing lending and mortgage servicing needs,<\/span> <a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/business-communications-for-financial-services.html#banking\"><span style=\"font-weight: 400;\">request a demo of our advanced contact center capabilities to power your collection strategies<\/span><\/a><span style=\"font-weight: 400;\"> today.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Financial services organizations must be agile to remain competitive, and today, that includes adopting digital technologies as they emerge. Advanced contact center platforms can help lenders and mortgage servicers provide an omnichannel experience for customers. 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