Financial Services Company
Financial institution improves efficiency and service levels across all channels
A Credit Union wanted to improve service levels across all channels while also improving operational efficiency. Its members wanted personalized, efficient assistance available to them on any channel, to support their financial goals. The contact center agents required easy access to information and full context while interacting with multiple applications including core banking, online banking, and authentication systems – a total of ten separate systems. The credit union wanted to leverage and extend the value of its existing systems and have a platform for growth.
Upstream Works for Finesse (UWF) provided seamless integration to all existing applications, giving agents instant visibility into critical information with application pop, click-to-dial, data exchange and more. Credit union members received personalized, consistent service as a result. The organization was able to improve service levels and process efficiencies, while protecting and extending the value of their investments and planning for growth.
Upstream Works was selected as the preferred solution for its integration capabilities, the look and feel of the desktop, and omnichannel handling and reporting. With this solution in place, agents would require less training and they would benefit from access to more data for comprehensive business analysis.