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TuVox and American Airlines Federal Credit Union Renew Partnership
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... (AA Credit Union) have renewed their partnership and will add one-to-one marketing and advanced CTI to CALL-24, the AA Credit Union speech-enabled telephone banking system.
TuVox has been providing AA Credit Union members with no-wait, speech recognition and touchtone self-service since January 2008. Members can interact with the CALL-24 system powered by TuVox in either speech or touch-tone modes, a choice appreciated by the membership, many of whom call the system from noisy airports.
The AA Credit Union CALL-24 system gives members access and control over their accounts 24/7. The system authenticates members, provides account balances, enables funds transfers and performs more than 20 other automated transactions. In addition, AA Credit Union leverages the TuVox "On Demand Portal" for performance reporting as well as for managing and maintaining custom messaging related to planned outages, maintenance and the like.
Later this quarter, the Credit Union will leverage their IVR and Internet channels to provide instant, relevant product recommendations to members in order to strengthen their relationships. For the CALL-24 system, this means educating members about Credit Union products the caller doesn´t already have, but that may offer additional value, based on the member´s profile.
"TuVox is pleased to be part of this innovative solution that provides a personalized touch for AA Credit Union members," said John Kirst, TuVox´ SVP for Global Sales and Marketing. "We believe this solution will serve as a model for other credit unions as they continue to look for ways to drive value for their membership, particularly through the voice channel," he added.
In late 2010, TuVox will also deploy CTI integration with the AA Credit Union´s ACD system so that callers who authenticate within CALL-24 won´t have to repeat information already given to the CALL-24 system. Brad Aspgren, SVP of Technology & Innovation for AA Credit Union, explains, "The majority of members complete their account inquiries and transactions in the CALL-24 system powered by TuVox. But for those who still need to speak with an agent, the process will soon get much easier because the agent will be able to pick up right where CALL-24 left off. The agent screen will tell them who the member is and what the member asked CALL-24 to provide prior to their transfer to an agent."
About TuVox
TuVox provides mission critical IVR hosting and managed services to companies who envision voice automation as a strategic part of their customer experience. Since 2000, TuVox has become synonymous with superior caller experience. Throughout its history, TuVox has delivered IVR solutions that have both revolutionized how people use the phone and mobile devices to access information, solve problems and transact business and have achieved the expected business outcome for its clients. TuVox On Demand applications are available as configurable solutions for industries such as banking, financial services, insurance, communications, consumer electronics, technology, utilities, entertainment, healthcare, publishing, retail and travel.
About American Airlines Federal Credit Union
AA Credit Union was founded in 1936 and today serves the present and retired employees of American Airlines, their family members and others who work in the air transportation industry.
AA Credit Union has more than 220,000 member-owners and assets of $5 billion. As a cooperative financial services institution, AA Credit Union works to provide the best possible benefits and services for its member-owners. |
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