ST. PETERSBURG, Fla.–In order to ensure it is available at any hour, every day, and through multiple channels for the 18 million members of its 800-plus owner credit unions, PSCU said it is partnering with Avaya, a leader in business communications software, systems and services.
The partnership will help enhance its current contact center into an omni-channel consumer engagement contact center operation capable of multi-media interactions and maximum efficiency of reliability, PSCU said.
“Collaboration is one of the key ways in which we strive to deliver upon the promise of providing an unparalleled member experience,” said Greg Graham, VP-infrastructure with PSCU. “When PSCU decided to elevate its contact center to the next level, the response from Avaya demonstrated that they were the right partner to help make that happen. Avaya was the only company that offered transformation services, which looks at our entire business and not just the IT department. This comprehensive approach is why we put our business in their hands.”
The companies said the partnership will bring multiple benefits to PSCU, its credit union owners and their members, including:
- Elevated stability: Underscoring PSCU’s commitment to 24/7/365 service, enhancements include reduced risk through faster disaster recovery. In the event one center is offline for any reason network, environmental or other incoming interactions will continue to be seamlessly distributed among the other centers.
- Increased efficiency: The Avaya platform will simplify agent workflow and training. “Streamlining the agent experience can help reduce agent stress and increase member satisfaction by lowering the effort required by both agents and credit union members,” PSCU said.
- Expanded feature functionality: PSCU will add more communications channels to its contact center mix, including web chat, email and potentially video, increasing both interaction richness and accessibility for members.
- Better segmentation, security and service for each member credit union: Multi-tenancy and advanced call routing will help improve security and call handling, as well as maximize efficiencies by better balancing volumes among the 1,200 agents in PSCU¹s multiple locations.
- Clearer alignment between technology, business strategies and results: Avaya customer engagement transformation consulting services will work with PSCU to identify, map and achieve opportunities for improvements in business performance, service delivery, member and employee satisfaction, PSCU said.
- More time to focus on new services and develop new features: By engaging Avaya managed services to keep its contact center infrastructure running in peak condition, PSCU can focus on higher priorities like delivering new services and features.
- A framework for ongoing innovation: PSCU¹s commitment to continually innovate and improve services will be underpinned by a highly flexible, standards-based platform that is built to simplify application development and integration.
“The depth of care that PSCU delivers to its members demands the best-in-class technology and professional services that Avaya delivers,” said Derrell James, SVP for U.S. sales and global services sales, Avaya. “This is much more than a technology upgrade—it¹s an ongoing strategic relationship that has the power to digitally transform the economics of this organization