Travis Credit Union has selected Adapt Telephony Services, LLC, to configure, install and provide technical support for the Interactive Intelligence Group Inc.'s (Nasdaq: ININ) contact center and enterprise IP telephony software suite, Customer Interaction Center® (CIC).
The all-in-one unified communication platform will be deployed by Adapt throughout the Vacaville headquarters office and at 22 branch locations. Adapt serves nearly 100 credit unions across the U.S.
The credit union has more than 161,500 members, approximately 500 employees and assets of more than $2.1 billion. CIC's single platform and simple interface will upgrade Travis Credit Union's organization by eliminating an aging enterprise telephony system. Travis no longer will need to manage multiple standalone systems and third-party applications loosely integrated from multiple vendors.
Richard Roark, Travis' senior vice president and chief information officer, led 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 believes the new solution also will offer additional features making it easier for the Travis staff to interact with members.
Ute McKinnell, assistant vice president-Call Center stated, "Having had a chance to see the Interactive Intelligence solution in action at another credit union, I thought it had the potential to improve our performance in the call center. We currently use workforce management and a call recording application, but from different vendors. Our phone system is from yet another vendor. The efficiencies gained and dollars saved by combining a total of eight separate systems into one is a primary reason we chose Interactive Intelligence."
One cross-selling application will enable Travis to integrate with its back-end functions to determine which members in the call queue fit a profile of those targeted to hear marketing messages on specific offerings. It pinpoints the member, plays a message and informs the member while in queue how they can learn more.
Since the system is completely redundant, Roark also believes CIC will be valuable to Travis before and after it starts operations later in 2014 at a new, co-located facility.
Roark says Travis Credit Union will take full advantage of CIC's wide-ranging interoperability and Adapt's portfolio of custom transactional applications which Adapt created specifically for credit unions. Adapt will deploy multi-channel call routing and complete a core integration for agent screen pops with the goal of saving several seconds of talk time per call. Adapt also will deploy other core integrations including bank by phone and in-queue applications.
The platform also will 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.
Jerry Brown, Adapt's vice president of sales says, "Travis Credit Union delivered to us management's full vision for a truly unified contact center, one which would give members their choice of communication options, lessen internal and administrative burdens and provide the capability to grow account relationships. Adapt is pleased to be selected to help fulfill that inspired vision."