IntelliResponse, a provider of virtual agent software inToronto, Canada, said it has signed its first credit union client,the $1 billion, 12,028-member Evangelical Christian Credit Union in Brea, Calif.
|ECCU said it will use the new IntelliResponse Virtual Agentsoftware tool to streamline its multi-channel member servicecapabilities by providing quick answers for member and call centeragent questions.
|IntelliResponse technology will also assist ECCU in achievingits goal of decreasing call center agent training time, which isexpected to lower long-term call center costs.
|“As a credit union, we operate a business that offers globalcapabilities but feels local. This means having a responsibility toprovide high-quality member service to the individuals andorganizations that bank with us,” said Linda Stokes, vice presidentof member services at ECCU.
|In addition to using the IntelliResponse Virtual Agent platformin its call center, EECU said it plans to deploy the softwaresolution in its website and social media channels, allowing membersusing self-service channels 24/7 access to the same resources ascall center agents.
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