Mazuma Credit Union has made it their mission to make Greater Kansas City a better place to live, work and bank. The latest step in fulfilling that mission is the innovative and pioneering approach they have taken regarding their phone system and the use of Amazon Connect, Amazon’s phone system infrastructure. Mazuma announced they are now using Amazon’s phone system and Interactive Voice Response (IVR) personality to create a 360-degree view of member experience.
“We chose to name our new IVR personality Wyla after our founder’s wife. With Wyla, we’ll be able to integrate service channels and data to support seamless member interactions.” said Chief Information Officer, Brad Rein. With access to this new and dynamic technology, Mazuma Members will experience a dramatic reduction in on-hold wait times.
“Mazuma is working on revolutionizing banking by focusing on amazing member experiences.” said President and CEO, Brandon Michaels. “A big step in creating an amazing member experience is moving away from the traditional off the shelf, commercially available product platforms, and moving towards customizing in-house interactions and channels our members are using.”
Through Wyla, Mazuma will capture a broad set of data points that will provide a holistic view of their Members’ entire financial relationship. This information will enable Mazuma to offer a better member experience by anticipating needs and expectations.