Today’s new age customers have ushered in the need for redefined technology enhancements, that are all about conversational interfaces and AI (artificial intelligence) assisted services. On the operational level, traditional metrics continue to be driven by productivity, and finally, at the emotional needs level, there is a requirement to address the emotional quotient of both the customer and the agent.
The Covid-19 pandemic came as a wakeup call for organizations to accelerate digital transformation. Enterprises acknowledged the need to digitally enable rapid innovation in developing and launching new business models and products, optimizing business processes
Techonlogy applications used to perfromloan servicing functions for students were originally built on legacy platforms. For instance, mainframes used 4th Generation Languages (4GL) like Key and Netron, which generated the COBOL code.