Clarke American Adds IVR To Customer Service Menu

SAN ANTONIO – Credit unions calling customer service at Clarke American will now be served with the same interactive voice technology many use to serve their own members. The company, a provider of checks and related products to financial institutions, says it has invested in an IVR system that centers on a real voice-a friendly, virtual consultant named Karen-to handle calls. The system seamlessly routes calls to the appropriate customer service staffer and also offers efficient self-service capabilities, saving time and costs for the callers, the company says. "IVR technology is an extension of our associates, so account holders can either take advantage of its efficient, self-service capabilities or benefit from the tailored customer service experience which it enables our consultants to provide," says Kaari Swope, senior vice president of contact center services at Clarke American in San Antonio.