PLANO, Texas – InTouch CU has centralized contact center operations nationwide using AltiGen Communications’ unified communications and Microsoft-based contact center solution.
The $865 million credit union, formerly EDS FCU, routes all incoming member calls from across the country to contact centers in Texas and Nevada. The credit union also leverages AltiGen’s full-time call recording capability for training and quality control.
The company said the software has provided InTouch with tools to help grow the credit union. When a member calls in the agent is able to mention other products and services the member may be interested in, which helps create a positive experience while also helping to improve the overall member experience.
AltiGen Communications is based in San Jose, Calif.
