Major Bank’s Outbound IVR Supports Customers in Crisis

Proactive support at a time when their customers need it most

When your customers need critical information on their accounts, why wait for them to call you? A global top-five bank got proactive and set up an outbound IVR system to support home lending customers in their forbearance program. The IVR not only helped customers manage their accounts with personalized payments options, but it also relieved pressure on the bank’s contact center by deflecting calls.