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Unitus Community Credit Union Picks Interactive Intelligence's Customer Interaction Center

TMCnews Featured Article

April 04, 2011

Unitus Community Credit Union Picks Interactive Intelligence's Customer Interaction Center

By Rajani Baburajan, TMCnet Contributor

Unitus Community Credit Union, which serves over 72,000 members, announced it selected the Interactive Intelligence's (News - Alert) Customer Interaction Center, an all-in-one IP communications software suite, for use in the organization.

The Credit Union evaluated solutions from leading companies such as Avaya, Cisco and ShoreTel (News - Alert) before selecting Interactive Intelligence's Customer Interaction Center. Interactive Intelligence is one of the providers of call center solutions.

Unitus is replacing an Avaya (News - Alert) system with Customer Interaction Center (CIC) to improve its member services. Unitus will be offering contact via e-mail and Web chat. The software suite will enable the company to add new functionality such as speech-enhanced interactive voice response and skills-based routing.

“As our credit union has grown we've needed to find new ways to better serve members,” said Leah Keeler, project manager, Unitus Community Credit Union, in a statement.

“With CIC, we will 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.”

KRP Communications, an Interactive Intelligence Elite Partner, completed the Unitus sale of CIC. KRP Communications will assist the company with deployment and customization. The company’s planned customization services include enhanced skills-based routing, advanced predictive dialing, and screen pop integration.

Besides CIC, Unitus purchased add-on applications for outbound dialing, multichannel recording, customer feedback surveys, and a custom CRM integration. When deployment is complete, CIC will support the Unitus workforce located across its eight branch offices in Oregon and Washington.

Recently, Interactive Intelligence announced that the RoomPlace, a furniture retailer, selected the company's Customer Interaction Center. The RoomPlace replaced communications technology from multiple vendors with CIC to connect all of its 24 locations.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Juliana Kenny

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