Amazon Lex, chatbots with conversational AI, and Genesys®, global cloud leader in customer experience orchestration

Working remotely or on-site, defi team members deliver an AI-powered digital experience to lenders and their borrowers

WESTLAKE, Texas, February 01, 2022–(BUSINESS WIRE)–defi SOLUTIONS is pleased to announce the implementation of both Amazon-Lex and Genesys Cloud CX™ to empower its business process outsourcing team that represents lenders across the United States and Canada.

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Steve Bissett, Vice President of Client Services, defi SOLUTIONS (Photo: Business Wire)

The Genesys Cloud CX platform is an all-in-one composable CCaaS and employee experience solution and Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test and deploy conversational interfaces.

Using both cloud platforms, defi BPO team members can deliver a modern customer experience with digital interactions and intelligent virtual assistants, whether they are working remotely from the US or at defi BPO premises. Amherst, New York.

With the addition of Amazon Lex and Genesys Cloud CX, the defi BPO technology stack is:

  • OMNI CHANNEL for all customer interactions through a single hub

  • AI ENABLED for current and future innovation

  • INTELLIGENT VIRTUAL ASSISTANTS for all or part of a customer interaction

defi BPO provides lenders and their borrowers with improved response times and the digital interaction that borrowers demand through:

  • Powered by AI messaging that simulates human conversation through voice or text commands

  • natural language processing (NLP) with interactive voice response (IVR) for hands-free menu responses

  • IVR Payments who are accepted anytime, anywhere without interaction with the agent

  • Virtual assistants that automate and personalize the customer experience

  • Instant access to customer account information to inform and improve conversation

  • Click-to-call integrations that streamline agent interaction

  • Callback for IVR provides a callback option while hold caller’s position in the queue

“We continually seek to improve our processes and services. These cloud technologies from Amazon and Genesys give us the tools we need to satisfy our lenders and their borrowers today and in the future. said Steve Bissett, Vice President of Client Services, defi SOLUTIONS.

About SOLUTIONS challenge

defi SOLUTIONS offers lenders a complete end-to-end solution for the loan or lease lifecycle. Partnering with captives, banks, credit unions and finance companies, defi’s market-leading solution helps lenders exceed borrower expectations. From digital engagement to the full lending process, defi sets new standards for flexibility, configurability and scalability in set-ups and service (by your experts or ours). For more information, visit

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charlie lewis
Director, Communications
(682) 717-8481
[email protected]

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