Mosaicx’ analytics and optimization platform, Insights360, delivers enterprise-level intelligence that improves IVR performance, boosts containment, and uncovers millions in potential annual savings.
As one of the nation’s largest financial institutions, a leading national bank manages millions of customer calls each month across its mortgage, credit card, and auto loan businesses, as well as consumer and small business checking and savings transactions. Seeking to enhance self-service efficiency and reduce customer friction, the bank partnered with Mosaicx to gain deeper visibility into its IVR performance and uncover opportunities for new automation and improvement of existing self-service.