Contact Center Solutions Featured Article

California Credit Union Selects Adapt Telephony Services for Contact Center and IP PBX Deployment

February 07, 2014

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 (News - Alert) 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.




Edited by Peter Bernstein

Article comments powered by Disqus

Related Contact Center Solutions Articles

The Waiting is the Hardest Part, But That May Change for Metropolitan Utilities District

Like the song says, the waiting is the hardest part, at least that seems to be the case at Omaha's Metropolitan Utilities District's (MUD) contact center. But the hardest part may be on the way out as the contact center looks to ramp up its level of service with a particular eye on shortening wait times for users to get access to service. [ Read More ]
09/16/2014

Florida Credit Union Services Company Hosts 'Knockout' Brainstorming Event

Credit union services provider St. Petersbur, FL-based PSCU kick starts innovation with "Knockout" event. [ Read More ]
09/15/2014

Schneider Electric Adopts SDL to Deliver Personalized Customer Service

Schneider Electric uses SDL Customer Experience Cloud to deliver localized and personalized experience globally. [ Read More ]
09/15/2014

Fahrenheit Automobiles Selects Drishti-soft to Improve Customer Service

SKODA Auto 3-S dealership in India,Fahrenheit Automobiles, Selects Drishti-soft to improve customer service. [ Read More ]
09/15/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!