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News : Genisys Credit Union Boosts Online Customer Service
Toronto, June 9, 2014 -- IntelliResponse, providers of enterprise virtual agent technology, announces Genisys Credit Union has implemented the IntelliResponse Virtual Agent technology platform on their website and Facebook page. Using the solution, Genisys members can ask natural language questions online around the clock and receive instant, accurate answers through their new "Have a Question?" feature.
Genisys Credit Union serves members across Michigan, Minnesota and Pennsylvania. In a world of expanding digital channels and growing customer service expectations, Genisys saw an opportunity to offer a more consistent multichannel experience. Members can now ask a range of questions about accounts, loans and mortgages, and receive instant answers to their questions.
"In the crowded financial services market, the key for credit unions to stay one step ahead of the competition is delivering an online experience that responds to the changing needs of your members," said David Lloyd, CEO of IntelliResponse. "With IntelliResponse's Virtual Agent technology, Genisys Credit Union now has unprecedented insight into members' needs, enabling the company to proactively adapt products and provide the best possible service."
"Our members are looking for two things when it comes to the customer experience: convenience and consistency," said Ray Black, VP of Marketing at Genisys Credit Union. "With the IntelliResponse Virtual Agent solution, our members are able to find answers to questions in the time, place and channel that they prefer."
Following the deployment on its website, Genisys Credit Union plans to install the "Have a Question?" platform across its iOS and Android mobile applications. The Company will also implement IntelliResponse VOICES, a voice of the customer platform which captures customer questions across all channels and transforms them into real-time, actionable insights. This data is automatically structured into visualized themes, which Genisys Credit Union will use to make better business decisions and optimize customer relationships.
Posted by Veronica Silva Cusi, news correspondent
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24/7 Customer’s proprietary framework- Customer 360º - an integrated Customer Lifecycle Management (CLM) model extends service solutions that effectively integrate the customer experience across all customer touch points. Customer 360º comprises a portfolio of services that span customer interaction services, back office services and customer analytics.
Published: Tuesday, June 10, 2014