PSCU announced today the completion of an enterprise-wide rollout of a new telecommunications platform from Avaya, a global leader in communications software. The new system was deployed in a phased approach over a month-long period to all of the CUSO’s departments in its locations in St. Petersburg, Fla., Allen Park, Mi., and Phoenix, Ariz.
“We invest continually in our technology infrastructure to deliver the best possible service experience for PSCU Owner credit unions and their members,” said David Stafford, PSCU SVP and CIO. “Our telecom platform is a key component of our service delivery model, and we want to ensure we have a system that is flexible and scalable to manage future growth and the needs for additional functionality for our Owners.”
According to Stafford, PSCU made a strategic investment in the Avaya platform to expedite the routing and handling of member calls and make it easier for members to reach the representatives best equipped to handle their particular inquiry or issue. Stafford noted several benefits of the new platform for PSCU and its Member credit unions:
Greater efficiency – The Avaya platform will simplify agent workflow and training, and help call center management make more informed staffing decisions.
Better segmentation, security and service – Multi-tenancy and advanced call routing will help improve security and call handling, as well as maximize efficiencies by automatically balancing call volume among the 1,000+ representatives in PSCU’s multiple locations.
Robust framework – The highly flexible, standards-based Avaya platform is built to simplify application development and integration, which will help the CUSO continually innovate and improve its services.
Expanded feature functionality – The new platform establishes the foundation for PSCU to add contact center capabilities in the future such as web chat, email and potentially video to enhance member accessibility and the quality of the service interaction.
Increased reliability – If one of PSCU’s service centers is offline for any reason, incoming interactions will continue to be seamlessly distributed among the other centers because of the system’s geographic redundancy.
The Avaya telecommunications platform is a key element of PSCU’s overall service objective to support, protect and optimize every transaction and interaction between PSCU and its Owners and members.