Fidelity Integrates XSell into MSP.(Fidelity Information Services partners )

Jacksonville, FL -- Fidelity Information Services has partnered with technology provider XSell to provide that firm's customer marketing solution to lenders using Fidelity's Mortgage Servicing Package.

Bruce Andrews, a senior vice president at Fidelity, said the XSell solution helps to turn inbound calls into marketing opportunities for lenders. In the era of proliferating do-not-call lists, making greater use of inbound calls is increasingly important, Mr. Andrews told MSN.

XSell focuses on turning inbound calls into marketing opportunities for cross-sell products, customer retention strategies and ancillary income, he said. The technology, embedded in Fidelity's MSP for clients that choose to use the system, supports the creation, exchange and close of customer leads created from routine customer service action.

XSell allows real-time assessment of sales opportunities and personalization of offers when a customer calls into a lender's call center or initiates another type of contact with the lender.

Bruce Andrews, senior vice president of Fidelity Information Services' business partners organization, said the XSell product helps Fidelity's MSP clients leverage customer relationships to enhance loan retention, cross-sales and ancillary income. And converting in-bound calls into sales opportunities has become even more important as a result of do-not-call laws that have scaled back outbound telemarketing campaigns, he told MSN. The sales guidance and prioritization service can empower customer service representatives to play a more valuable role for the firm.

"Providing a customized sales guide allows you to take a fairly low paid CSR type resource and make them into a sales person, at least in terms of getting a customer over to the fulfillment group," Mr. Andrews said.

More than 80 mortgage servicers use MSP to service more than 26 million loans, creating a large potential ...