San Antonio based omnichannel CEM/CRM software provider KIVA Group announced its hosted Respect unified Communication Center offering.
The inbound service solution, available to all credit unions and banks, is deployable as an entirely new agent service desktop with integration to the core system in less than a month. Institutions utilizing AnyHour Solutions' outsourced call center service for after hours and overflow support can take advantage of existing configurations to implement the hosted solution in less than a week.
AnyHour Solutions deployed the KIVA Respect uCC software in 2011 to enable its agents to have more seamless, personalized interactions with clients' members and customers and establish one integration point between AnyHour's system and multiple client core systems. Since that time, KIVA's technology has powered AnyHour's inbound service capabilities for institutions such as the $1.4 billion Onalaska, Wis.-based Altra Federal Credit Union, $1.3 billion Duluth, Ga.-based Georgia United Credit Union, the $459 million Chandler, Ariz.-based First Credit Union and the $1 million Goshen, Ind.-based Interra Credit Union.
The hosted Respect uCC offering enables AnyHour Solutions' clients to capitalize on their core integration, but also provides any credit union the ability to get up and running quickly with communication center capabilities. Respect uCC integrates with an institution's current applications to preserve existing technology, while extending internal agents' desktop navigation and service delivery options.
Inbound service is the primary focus of this new hosted uCC solution, including centralized, real-time oversight and supervisory controls and performance management. Respect uCC delivers an extensive set of core transactions as standard.
“With the KIVA 'QuickStart' Respect uCC offering, institutions expedite their ability to create a foundation for a unified communication center that expands from inbound service to include email management, web chat, outbound calling, IVR and more in a single blended queue,” Tina Baker, director of business development, KIVA Group, said. “For institutions already utilizing KIVA technology through the AnyHour service, this hosted solution is turnkey. Respect uCC also opens up a range of possibilities to make enhancements to strengthen sales, service and member/customer interaction management.”
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Roy Urrico
Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).
