Transforming Credit Union Contact Center into a Member Experience Center

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The pandemic came as an invader that affected lives and financials drastically. Our Credit Union client needed to foster its contact center operations for member and agent experience in no time. They needed a way to handle members through an omnichannel approach instead of a siloed one.

Our client struggled with a multichannel CX approach that made members stay long on hold for every query resolution. Even short breaks for agents were turning into complications, which made them work beyond office hours. More of the time was consumed in answering simple queries that left no time for the complex one.

NovelVox’s digital customer engagement platform CXInfinity assisted the client to cater to these challenges, efficiently and effectively. Additionally, the AI-powered chatbot was deployed to serve repetitive, level-1 queries so that agents can focus on more complex problems. Read the case study to learn how NovelVox brought similes to faces with proactive real-time assistance and more leveraging its digital customer engagement platform.

Key highlights

Unified agent workspace enables agents to handle all channels over a single screen

360-customer view puts complete information at agents' fingertips, enabling them to deliver a personalized member experience

Seamless integration with the legacy communication system ensures agents don't have to switch systems to fetch necessary data

AI-driven chatbot enables agents to focus on complex problems

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