SAN JOSE, CA--(Marketwire - March 23, 2011) - AltiGen Communications, Inc. (
InTouch Credit Union, formerly EDS Credit Union, was founded in 1974 and is headquartered in Plano, Texas. Today, the credit union has open membership in all geographies it serves, and enjoys a growing membership base and strong financial stability.
"Our employees are committed to providing an exceptional, personalized service experience," said Member Care Vice President Jim Burke. "In the member care team, we rely on AltiGen's contact center tools to measure and manage our interaction with members. The software provides the historical and real time call data we need to establish call trends and manage staffing within the contact center. We have been able to significantly reduce the opportunity for an abandoned call."
InTouch Credit Union routes all incoming member calls from across the country to contact centers in Texas and Nevada. The credit union also leverages AltiGen's full time call recording capability for training and quality control. "If one of our agents experiences a challenging service situation, we review the call with them to train them on the best way to handle difficult situations in the future," said Burke. "It's also a good way for department managers to develop highly effective coaching and mentoring sessions."
The software has also provided InTouch with tools to help grow the credit union. When a member calls in, the agent is able to mention other products and services the member may be interested in. It creates a positive experience while also helping to improve the overall member experience. "We have seen loan production steadily increase," said Burke. "Improved utilization of the agent's time allows them to spend more quality time with the member while educating them on additional products."
The credit union has also benefited from AltiGen's disaster recovery capability. "This winter, we experienced ice storms in Dallas that caused us to delay opening on three days, and shut down entirely for two," said Burke. "During that time, all incoming calls were automatically routed to our Nevada contact center and handled appropriately. Our members may not have been able to drive to their local branch during the storm, but Intouch was open to help them by phone. That is the kind of service our members have grown to expect."
"InTouch Credit Union is fully leveraging the power of AltiGen's contact center solution," said AltiGen Vice President of Sales Mike Plumer. "They consciously choose to anticipate what their members might need, and consider the needs of their staff at the same time to provide a great work environment. They represent the contact center environment most organizations hope to someday achieve."
About AltiGen Communications, Inc.
AltiGen Communications, Inc. is a leading provider of Unified Mobile Convergence and Contact Center solutions. Designed to address the business communications requirements of both enterprise and service provider organizations, our solutions consist of innovative software applications and the industry's first integrated communications docking stations. AltiGen is headquartered in San Jose, California, with international operations based in Shanghai, China, with a global network of business partners providing local sales, service and support to more than 10,000 customers worldwide. For more information, call 1-888-ALTIGEN or visit the web site at www.altigen.com.