PORTLAND, Ore. – Unitus Community CU said it has selected the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center, for use throughout its organization.
Unitus said it 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 such as speech-enhanced interactive voice response and skills-based routing.
With CIC, the $835 million credit union said it now will be able to perform tasks such as matching caller ID with the associated account information so members are automatically routed to the most appropriate agent.
Unitus said it selected CIC after evaluating solutions from Avaya, Cisco and ShoreTel.
In addition to CIC, Unitus has purchased add-on applications for outbound dialing, multichannel recording, customer feedback surveys, and a custom CRM integration.
