Talkdesk®, Inc., a world cloud contact heart chief for customer-obsessed firms, helps Virginia-based monetary cooperative Apple Federal Credit score Union ship extra customized, caring, and pleasant service utilizing the Talkdesk Monetary Providers Expertise 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 desires, Apple FCU presently serves greater than 240,000 members throughout Northern Virginia with 21 department areas, in addition to cell and on-line banking. Lately, the award-winning monetary establishment has been working in direction of introducing extra strategic automations throughout their Member Options Middle (MSC) and adopting an omnichannel method 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 primary, legacy telephony and a standard on-premises mindset. A key aim for the group was constructing a hybrid work surroundings that gives member service brokers with the flexibleness to work remotely or on-site on the Fairfax headquarters. Apple FCU’s dedication to member service excellence additionally necessitated that the answer supply superior self-service automation capabilities to empower members to have interaction every time and wherever they select, throughout quite a lot of channels. A last make or break issue within the seek for a brand new answer was integration with Microsoft Groups.
By leveraging Talkdesk Monetary Providers Expertise Cloud™, Apple FCU can meet the calls for of as we speak’s digital world and seamlessly adapt to new challenges in years to return. 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 consists of Talkdesk Workforce Administration™ with AI-powered capabilities, machine studying, and automation to optimize scheduling selections and cut back administrative effort. Apple FCU additionally chosen Talkdesk Agent Help™ to offer real-time assist for brokers throughout member contact, no matter channel. The instrument’s automated, searchable name transcripts additional helps agent teaching and coaching. Talkdesk Microsoft Groups Connector, one other part of the answer, permits deeper collaboration between member assist brokers and different Apple FCU groups.
Trying forward, MSC leaders at Apple FCU anticipate a lot of the 33,000 member calls they subject every month to end in faster decision by way of self-service automations, they usually anticipate will increase in chat quantity as digital agent expertise is launched. These strategic automations will unlock agent bandwidth to give attention to the extra complicated member queries, and depart ample time for Apple FCU to give attention to the person member care and repair their repute is constructed on.
“Apple has at all times been identified for our dedication to customized service. We wish our member expertise to be as constant and seamless as attainable throughout channels, particularly because the monetary companies world strikes in direction of an more and more digital-first banking expertise,” stated John Wyatt, chief info officer, Apple Federal Credit score Union. “Monetary Providers Expertise Cloud supplies an omnichannel platform that helps our brokers with a extra environment friendly solution to work, and provides our members extra freedom to attach with us anytime and wherever.”
“Legacy infrastructure, fragmented information, and siloed expertise make it not possible 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 companion with Apple FCU to assist speed up time to worth for his or her funding and remodel their member expertise.”
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