MOHELA

Improves borrower experience with omnichannel customer engagement

As a nonprofit organization that helps people manage their education loans, MOHELA has different standards for success than a collection agency. “We’re focused on keeping borrowers from going into default, as opposed to simply collecting on a debt,” said Don Bertier, CIO at MOHELA. “Our goal is to keep our loan portfolio in good standing and ensure that borrowers know what options are available.”

In addition to outbound calls to delinquent borrowers, MOHELA launches outbound campaigns to alert borrowers of changes in their payment plans. They also field inbound calls from borrowers who have questions about their accounts.

A new solution was also needed to help MOHELA meet its growth objectives.

Benefits

Threefold increase in outbound call capacity.
Improved self-service capabilities.
Call quality and consistency improvements.
New business opportunities with PureConnect flexibility.

Challenges

Faced difficulty keeping up with demand for services
Wanted a single platform contact center solution that offered ability to scale

Product

Genesys PureConnect™

Solutions

Read the customer story

“Thanks to PureConnect, we’ve seen more than a threefold increase in our capacity to make outbound calls, which has improved our borrower outreach effectiveness.”

Don Bertier, CIO, MOHELA

+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.