HARRISBURG, Penn. – Pennsylvania State Employees CU yesterday said it has deployed a state-of-the-art customer routing system installed by IBM and Avaya.
Processing Content
The new service intelligently routes members to the credit union agent determined best suited to handle the call, regardless of how the member chooses to contact the credit union.
The system combines real-time and non-real-time information to ensure member service representatives have a full view of members’ interactions and account history, including previous telephone conversations, e-mail exchanges, chat sessions and account access attempts.
PSECU is Pennsylvania’s largest credit union with almost $3 billion in assets and 335,000 members.
