Empowering Members 1st with Faster, Safer, Smarter Interactions by Voice Biometrics Integration, IVRIVA & Screen Pops

Security and experience are paramount aspects to consider when meeting modern members’ expectations. Members 1st Credit Union faced a common challenge in addressing members’ needs: its commitment to exceptional service was being hindered by outdated and fragmented processes.

As membership surged, agents struggled to keep up, manually searching across multiple systems and relying on clunky, traditional authentication methods. This resulted in high Average Handle Time (AHT), escalating operational costs, and an unnecessary risk of fraud.

With tailored contact center solutions by NovelVox, they significantly improved authentication, reduced AHT by 30%, and improved member experience.

What else is there for you in this case study?

• • How our solutions, like ValidSoft Voice Biometrics integration, Agent accelerator, Symitar Jack Henry Integration, Contextual Screen Pops, Genesys IVR/IVA Integration, have helped Members 1st to deliver faster, secure, and smarter solutions to members.
  • Hurdles that can slow down the credit union contact center services and their consequences.
  • How does increasing call volumes cause challenges, such as rising costs, and a risk of eroding member satisfaction?

This case study offers insights and impactful solutions that provide a clear understanding of how our offerings can help transform your credit union’s contact center.

Download the case study and learn more about NovelVox’s exceptional assistance.