SAN FRANCISCO – Patelco Credit Union is installing eOn Communication Corp.'s multi-media contact center solution at the $3 billion credit union's headquarters and call centers in Atwater and Citrus Heights. The CU's member representatives handle more than 250,000 calls per month from its 190,000 members and the new system – called eQueue – will allow the three call centers to operate as one, said Atlanta-based eOn Communications. In addition to networking the centers together with features such as automatic call distribution, the new system provides backup between the centers and allows member reps to handle calls from home in case of emergencies. This is critical, says Patelco CEO Andrew Hunter, "because Patelco cannot be in a situation where we cannot take a member's call."
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