The $836 million Unitus Community Credit Union of Portland, Ore., is now using a new IP communications software suite that has added several new channels to its member service lineup.
The Customer Interaction Center from Interactive Intelligence Inc. of Indianapolis replaces an Avaya system and includes member contact via e-mail and Web chat, as well as speech-enhanced interactive voice response and skills-based routing, the company and credit union said.
“We'll now be able to do things like match caller ID with the associated account information so members are automatically routed to the most appropriate agent.” said Unitus project manager Leah Keeler.
The IT staff’s existing .NET skills also can be used to manage the system in-house, the 72,000-member credit union said.
Unitus also has purchased add-on applications for outbound dialing, multichannel recording, customer feedback surveys and custom CRM integration. When deployment is complete, CIC will support the entire Unitus workforce located across its eight branch offices throughout Oregon and Washington, the credit union said.
Interactive Intelligence said it now has more than 4,000 customers using its contact center, IP telephony and business process automation solutions.