CUs Get Help With Card Processing & Contact Center Protection
PSCU also announced that almost 50% of its employees completed training on the significance of the credit union movement.
Catching up on a few credit union-related tech announcements includes help with debit/credit processing, and protection of the contact center. Plus, a CUSO trains its employees on the credit union movement.
St. Petersburg, Fla.-based CUSO PSCU, announced it will expand its relationship with the $839 million Austin, Texas-based Velocity Credit Union and begin providing debit and credit processing support in 2020.
Velocity began its partnership with PSCU when it signed on for contact center support services as part of its online banking conversion in 2016, which grew to full-service contact center support in the fall of 2018. To identify a new card processing partner, Velocity conducted an extensive review process including all of the major vendors serving the credit union industry.
“Plastic card services are critically important to our overall strategy for serving our members around the clock no matter where they live, work or travel,” Debbie Mitchell, president/CEO at Velocity, said. “We prioritized reliability and consistency of delivery above all other factors, followed closely by measuring the vendor’s track record in responding to service issues and problems and support of our staff. We judged PSCU to be superior in all of these aspects.”
Scott Wagner, EVP and chief revenue officer at PSCU, said. “From continuing to provide the responsiveness and support the credit union has come to expect from our contact centers, to helping guide its overall card programs to higher levels of success, we look forward to working with Velocity for many years to come.”
PSCU also announced that almost 50% of its employees completed training on the significance of the credit union movement, its history and the people helping people philosophy. As of this month, more than 1,000 of the CUSO’s 2,200 employees completed the training course, “The Credit Union Difference: CU Principles & Philosophies,” developed in partnership with the National Credit Union Foundation.
Melville, N.Y.-based Verint Systems Inc., The Customer Engagement Company, announced the $8.6 billion Jacksonville, Fla.-based VyStar Credit Union expanded its partnership by adding Verint Identity Authentication and Fraud Detection to reduce operational costs and protect member identity, while improving the overall experience of VyStar’s over 655,000 members.
Verint noted with enhanced security on credit cards and online channels, fraudsters are instead targeting contact centers as a more vulnerable entry point to gather consumer information and potentially steal identities and money. Verint will provide multiple layers of protection to Vystar such as adaptive fraud analytics, to perform real-time threat analysis prior to the call reaching an agent.
This includes analyzing both telephony and voice self-service behavioral data, where unique characteristics and patterns often provide clues ahead of a fraudulent event. Once the call reaches a live agent, Verint’s embedded voice biometrics further analyses the voice, and the customer is either authenticated or identified as a fraudster.
“A fraud situation is a highly emotionally-charged event, one that can either reinforce member trust or potentially destroy it,” Melissa Thomas, SVP of operations and payments, VyStar Credit Union, said. “Automating our fraud detection with Verint will help our fraud department achieve incredible time savings over previous manual methods.”
Verint’s John Goodson, SVP/general manager, products, added, “With Verint Branch Security and Investigation offerings having combated fraud in VyStar’s branch locations since 2015, we are thrilled that VyStar has elevated its partnership with Verint to fight fraud in the contact center.”
Alongside VyStar’s most recent purchase of Identity Authentication and Fraud Detection, the credit union also invested in Verint’s Enterprise Feedback Management, Desktop and Process Analytics, Speech Analytics and Automated Quality Management solutions to address digital transformation in workforce engagement, intelligent self-service, voice of the customer, fraud and compliance.