Today, it seems like proving who you are to companies – that you are actually you – takes up more time than resolving your issue. But there’s often good reason for this; opportunities for fraud run rampant, particularly in banking and credit unions. Still, that doesn’t mean it’s not frustrating for busy callers who dread repetitive and time-consuming processes to validate their identity every time they connect.
To improve its capabilities in overall handling time and customer satisfaction, Affinity Plus, a not-for-profit cooperative financial institution based in Iowa, recently adopted NovelVox’s industry-optimized contact center solution. Affinity Plus subsequently announced 1.5 times faster call resolutions, as well as a 30% boost in agent productivity.
Prior to the switch, Affinity Plus was using siloed systems: Cisco Finesse for handling member interactions, and JHA Symitar for managing member records. As a result, agents had to stay logged into both applications separately and switch screens each time a member interaction was received. This constant screen-toggling resulted in longer call handle times as agents needed to validate member information across siloed applications, and information repetition, which forced members to validate their personal information during each interaction.
The transition to NovelVox provided multiple solutions to existing issues, including a unified agent experience. Agent Accelerator was introduced to the agent's workspace, offering an optimized and unified view of member information. This integrated workspace brought all business applications into a single screen, allowing agents to access all necessary member information seamlessly.
Voice authentication technology by Pindrop was also included, empowering agents to validate members’ identities on live calls using risk-based scores. This not only reduced the time spent on validating member information; it assured agents they were truly speaking with the right person.
Speaking of Affinity Plus’ experiences with the new solutions, Amit Gandhi, CEO of NovelVox, noted that it’s easy to integrate business applications that are widely used such as CRM and ticketing systems, as the APIs are mostly available for integration.
“However, in banks and credit unions, the picture is not the same,” noted Gandhi. “They usually work with core apps like JHA Symitar, FIS, Fiserv, etc. that offer limited exposure when it comes to API integration. Our partnership with Affinity Plus shares the same base. With Agent Accelerator, Supervisor Accelerator and Voice Authentication Integration, NovelVox has offered Affinity Plus a Credit Union-optimized workspace that empowers the teams and elevates member experience.”
Edited by
Alex Passett
