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April 3, 2011

Unitus Community Credit Union to deploy Interactive Intelligence CIC offering

To add new functionality including speech-enhanced interactive voice response and skills-based routing

By CBR Staff Writer

Unitus Community Credit Union will deploy Interactive Intelligence all-in-one IP communications software suite Customer Interaction Center (CIC).

Unitus is replacing an Avaya system with CIC to improve its member services by offering contact via e-mail and Web chat, and by adding new functionality including speech-enhanced interactive voice response and skills-based routing.

KRP Communications USA, an Interactive Intelligence Elite Partner, completed the Unitus sale of CIC, and will assist the company with deployment and customisation.

The company said that the planned customisation services include enhanced skills-based routing, advanced predictive dialing, and screen pop integration.

Interactive Intelligence said that post deployment, CIC will support the entire Unitus workforce located across its eight branch offices throughout Oregon and Washington.

Unitus Community Credit Union project manager Leah Keeler said with CIC, they 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.

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