SAN FRANCISCO–(BUSINESS WIRE)–Talkdesk®, Inc., a worldwide cloud contact heart chief for customer-obsessed firms, helps Virginia-based monetary cooperative Apple Federal Credit Union ship extra customized, caring, and pleasant service utilizing the Talkdesk Financial Services Experience Cloud™ for Banking, a novel buyer expertise platform purpose-built for industry-specific wants.
With a virtually 70-year legacy of enhancing lives and fulfilling goals, Apple FCU at the moment serves greater than 240,000 members throughout Northern Virginia with 21 department areas, in addition to cellular and on-line banking. In recent times, the award-winning monetary establishment has been working in direction of introducing extra strategic automations throughout their Member Options Heart (MSC) and adopting an omnichannel strategy to member communications. When the pandemic arrived, like many organizations, they accelerated their expertise modernization efforts and firmly set their contact heart on a course for the cloud.
The transfer to a cloud-based contact heart permits Apple FCU to evolve past fundamental, legacy telephony and a conventional on-premises mindset. A key objective for the group was constructing a hybrid work setting that gives member service brokers with the pliability to work remotely or on-site on the Fairfax headquarters. Apple FCU’s dedication to member service excellence additionally necessitated that the answer provide superior self-service automation capabilities to empower members to have interaction at any time when and wherever they select, throughout quite a lot of channels. A closing make or break issue within the seek for a brand new answer was integration with Microsoft Groups.
By leveraging Talkdesk Monetary Companies Expertise Cloud™, Apple FCU can meet the calls for of at this time’s digital world and seamlessly adapt to new challenges in years to come back. Omnichannel and synthetic intelligence (AI)-infused, the Talkdesk platform is built-in into Apple’s Jack Henry Symitar core to drive superior self-service and assisted service experiences. The Talkdesk answer for Apple FCU moreover contains Talkdesk Workforce Management™ with AI-powered capabilities, machine studying, and automation to optimize scheduling choices and scale back administrative effort. Apple FCU additionally chosen Talkdesk Agent Assist™ to offer real-time help for brokers throughout member contact, no matter channel. The instrument’s automated, searchable name transcripts additional helps agent teaching and coaching. Talkdesk Microsoft Teams Connector, one other element of the answer, permits deeper collaboration between member help brokers and different Apple FCU groups.
Trying forward, MSC leaders at Apple FCU count on a lot of the 33,000 member calls they discipline every month to end in faster decision via self-service automations, and so they anticipate will increase in chat quantity as digital agent expertise is launched. These strategic automations will liberate agent bandwidth to deal with the extra advanced member queries, and go away ample time for Apple FCU to deal with the person member care and repair their popularity is constructed on.
“Apple has all the time been recognized for our dedication to customized service. We would like our member expertise to be as constant and seamless as doable throughout channels, particularly because the monetary providers world strikes in direction of an more and more digital-first banking expertise,” stated John Wyatt, chief data officer, Apple Federal Credit score Union. “Monetary Companies Expertise Cloud offers an omnichannel platform that helps our brokers with a extra environment friendly approach to work, and provides our members extra freedom to attach with us anytime and anyplace.”
“Legacy infrastructure, fragmented knowledge, and siloed expertise make it unattainable for a lot of credit score unions to supply extra fashionable experiences to their members.” stated Andy Flynn, senior vice chairman, industries technique, Talkdesk. “With strategic use of AI and automation, Apple Federal Credit score Union is introducing new improvements to ship the digital experiences members demand, whereas sustaining the human contact members worth. Talkdesk is proud to associate with Apple FCU to assist speed up time to worth for his or her funding and remodel their member expertise.”
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Talkdesk® is a worldwide cloud contact heart chief for customer-obsessed firms. Our automation-first buyer expertise options optimize our prospects’ most crucial customer support processes. Our velocity of innovation, vertical experience, and world footprint replicate our dedication to making sure that companies can ship higher experiences throughout any {industry} and thru any channel, leading to larger buyer satisfaction and accelerated enterprise outcomes.
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