Lender latches on to voice technology

February 13, 2004

Countrywide adopts speech-activated software


Inman News

Countrywide Home Loans is taking its customer service to a new level with the adoption of voice automation products.

The lender signed a deal to implement voice automation provider Nuance's speech software. Nuance's software enables automated access to things like account balances, flight information, e-mail reading and voice activated dialing.

"For our customer-facing mortgage application, we evaluated a number of speech vendors and Nuance was best able to deliver on our needs—a complete, open VoiceXML-based voice automation solution," Countrywide CIO Richard Jones said.

The software is expected to provide customers with faster access to specific information.

Countrywide selected Nuance Voice Platform, a VoiceXML-based software platform specifically designed for speech systems, as well as Nuance's speech recognition software and Nuance Vocalizer text-to-speech engine.

"Voice automation helps companies realize a competitive advantage and achieve bottom-line business results," Nuance CEO Chuck Berger said.

Nuance Voice Platform offers a broad range of speech specific capabilities, including a real-time return-on-investment measurement and reporting tool. The platform monitors speech system performance in real-time.

Countrywide provides mortgage banking and diversified financial services in domestic and international markets.

Copyright: Inman News Features


Contact ALTA at 202-296-3671 or communications@alta.org.

North American Title Insurance Company (NATIC) is a seasoned title insurance underwriter, helping title agents to achieve their individual business goals for more than 50 years. Today, the company conducts real estate settlement services in 39 states and the District of Columbia through a network of experienced, independent agents. SoftPro is the nation's leading provider of closing and title software, consistently pushing the technological envelope to pioneer the most powerful and comprehensive closing and title automation software on the market. SoftPro's Award-Winning Software combines cutting-edge technology with outstanding support to make your business more productive, efficient and boost your revenue.