FORT WORTH, Texas – American Airlines FCU has renewed its contract with TuVox for on-demand, speech and IVR applications, and will add the company’s service providing instant, relevant product recommendations to members.
For the CALL-24 system, this means educating members about credit union products the caller doesn't already have, but that may offer additional value, based on the member's profile. Later this year, TuVox will deploy CTI integration with AA Credit Union's ACD system so callers who authenticate within CALL-24 won't have to repeat information already given to the system.
But for those who still need to speak with an agent, the process will soon get much easier because the agent will be able to pick up right where CALL-24 left off, the company said. The agent screen will tell them who the member is and what the member asked CALL-24 to provide prior to their transfer to an agent.
TuVox is based in San Jose, Calif.
