Travis Credit Union, a not-for-profit, cooperative financial institution with more than 161,500 members, approximately 500 employees, has recently picked Adapt Telephony Services, LLC, to configure and install, Customer Interaction Center (CIC) suite from Interactive Intelligence Group Inc.
Adapt will initially deploy the all-in-one unified communication platform in the Travis Credit Union’s Vacaville headquarters office and at 22 branch locations.
CIC gives credit Union a standards-based, multichannel software platform to blend all media types with their business systems. Real time and historical information organize the service experience in a seamless and expedient manner. With this deployment, Travis will no longer handle multiple standalone systems and third-party applications, which is insecurely integrated from multiple vendors.
Richard Roark, Travis’ senior vice president and chief information officer, managed a team responsible for the selection of Adapt and Interactive Intelligence. He says, “A continuing goal is to help our members with their financial lives by making it easier for them to conduct business with us.”
Roark is certain that the new solution also will offer additional features making it easier for the Travis staff to interact with members.
Travis is also taking advantage of one cross-selling application to integrate with its back-end functions. This application helps select the members as per their profile and enables them to hear marketing messages on specific offerings.
CIC’s suite of integrated contact center applications brings interaction processes and customer service best practices together. It even identifies the member, plays a message and informs the member about variety of other offerings, while in queue.
Apart from the above mentioned functions, the platform will also handle callback requests, web chats, multimedia recording and quality management, screen recordings, unified messaging, voice mail, desktop faxing, outbound dialing for collections and outbound sales purposes, workforce management and post-call surveys.
Roark said that Travis Credit Union will also make use of CIC’s wide-ranging interoperability and Adapt’s portfolio of custom transactional applications which Adapt generated explicitly for credit unions.