First Franklin Financial Corp., a non-prime mortgage lender, awarded an outsourced customer-care contract to CRM provider Finali Corp., Finali announced today.
The value of the contract was not disclosed. Finali customer-care agents will respond to inbound customer-care inquiries for First Franklin. The agents also will conduct outbound calling to applicants for First Franklin mortgage loans as part of the screening process. Agents will route applicants to loan officers at First Franklin.
In 2003, Finali plans to implement its virtual customer-care agent technology, known as netSage, to serve First Franklin online customers. The netSage virtual representative can answer borrowers' questions and route applicants to live First Franklin loan officers and agents when required via e-mail, Web chat or phone, according to Finali.
Finali, Westminster, CO, is a Web-based customer service company whose clients include eBags, Buy.com and On Command, a Denver-based hotel television entertainment and information company. First Franklin, San Jose, CA, is a National City company employing about 1,000 mortgage professionals.