PSCU completes rollout of new telecommunications platform
Avaya system implemented to enhance member experience and optimize call center efficiency
ST. PETERSBURG, FL (May 24, 2017) — PSCU announced today the completion of an enterprise-wide rollout of a new telecommunications platform from Avaya, a global leader in communications software. The new system was deployed in a phased approach over a month-long period to all of the CUSO’s departments in its locations in St. Petersburg, Fla., Allen Park, Mi., and Phoenix, Ariz.
“We invest continually in our technology infrastructure to deliver the best possible service experience for PSCU Owner credit unions and their members,” said David Stafford, PSCU SVP and CIO. “Our telecom platform is a key component of our service delivery model, and we want to ensure we have a system that is flexible and scalable to manage future growth and the needs for additional functionality for our Owners.”
According to Stafford, PSCU made a strategic investment in the Avaya platform to expedite the routing and handling of member calls and make it easier for members to reach the representatives best equipped to handle their particular inquiry or issue. Stafford noted several benefits of the new platform for PSCU and its Member credit unions:
Greater efficiency – The Avaya platform will simplify agent workflow and training, and help call center management make more informed staffing decisions.
Better segmentation, security and service – Multi-tenancy and advanced call routing will help improve security and call handling, as well as maximize efficiencies by automatically balancing call volume among the 1,000+ representatives in PSCU’s multiple locations.
Robust framework – The highly flexible, standards-based Avaya platform is built to simplify application development and integration, which will help the CUSO continually innovate and improve its services.
Expanded feature functionality – The new platform establishes the foundation for PSCU to add contact center capabilities in the future such as web chat, email and potentially video to enhance member accessibility and the quality of the service interaction.
Increased reliability – If one of PSCU’s service centers is offline for any reason, incoming interactions will continue to be seamlessly distributed among the other centers because of the system’s geographic redundancy.
The Avaya telecommunications platform is a key element of PSCU’s overall service objective to support, protect and optimize every transaction and interaction between PSCU and its Owners and members.
PSCU, headquartered in St. Petersburg, Fla., is the nation’s leading credit union service organization (CUSO). Founded in 1977 as a credit union cooperative, PSCU offers a comprehensive, highly integrated suite of payment solutions for credit unions to optimize their member experience. Today, PSCU supports the success of nearly 900 Owner credit unions representing 20.4 million accounts. Leveraging digital technology, PSCU provides secure, best-in-class solutions including payment processing, risk management, analytics, loyalty programs, marketing, strategic consulting and mobile platforms. Comprehensive, 24/7/365 member support is delivered by contact centers located throughout the United States. For more information, visit pscu.com.