fiVISION Introduces ‘Screen Pop’ Integration with Telephony Systems
— New module saves time for staff when helping with member requests via its integration with telephony systems, prompting a “pop-up” of the member’s record on the MSR’s computer screen. —
INDIANAPOLIS — February 19, 2008 — fiVISION, a CRM solutions provider that enables enhanced member service and sales for credit unions, has developed a “Screen Pop” module that integrates with the credit union’s telephony system to streamline the process of getting to the right place within its CRM system. As a result, this module saves time for staff when helping with member requests by its integration with telephony systems – which prompts the automated “pop-up” of the member's record on the member service representative’s (MSR’s) computer screen when calling the credit union. This module, which is already in operation at Digital Federal Credit Union with Nortel’s Symposium platform, can be used with any telephony platforms that will support interactive CTI (computer telephony integration) and other systems that provide member data.
“We decided to implement screen pop because we felt that it would provide us with a secure, fast method for identifying our members over the phone,” says Julie Moran, Information Center Manager for Digital Federal Credit Union. “This module provides additional security and also helps us reduce average handle time.”
The screen pop module starts working when a member first calls the credit union, prompting the member to enter his or her member number and PIN. From an audio response unit, the module then checks with the host processor to validate the information provided by the member. The member’s call is then routed by the telephony system to the next available staffer. When the employee takes the member’s call, the Member Summary screen in fiVISION’s memberWORKS solution is simultaneously displayed on the computer screen to be addressed by the MSR.
“The benefits to the members are: peace of mind in knowing that DCU is using cutting edge technology to ensure that members are being identified in a safe manner,” says Dan Labarre, Information Center Assistant Manager for Digital Federal Credit Union. “In addition, it allows for a shorter wait time. The average call length of a Screen Pop call is shorter because there is no extra time spent verifying other info [address, DOB, etc.]. Shorter call length translates into shorter wait time for members.”
“This automated process saves a lot of time for the credit union,” explains Mike Winter, President of fiVISION. “When not using this module, normally the first question asked is, ‘Who am I speaking with?’ followed by ‘What is your member number?’ and followed by, ‘Can you tell me your codeword (or password, etc.) for security purposes?’ These questions waste time.”
With CTI and the process developed by fiVISION integrated with the telephony system, Winter adds that the scenario is reduced to one question: “Hello, Mrs. Smith, how can I help you today?” This process also increases the overall service experience for the member and most likely reduces any frustration associated with the “20 questions” approach.
Benefits to the credit union include:
- Shaves a few seconds off of each call handled.
- Reduces or eliminates errors by entering the wrong member number or getting the wrong record.
- Starts the conversation with “How can we help you?” instead of “Who are you?” – focuses on why the member called the credit union in the first place.
Benefits to the member include:
- Members spend less time identifying themselves, getting to the heart of the matter.
- Staff sees member record immediately – will lead to better experience because they have perspective.
The screen pop-up module is used by call center agents and MSRs at credit union branches but can extend to staff in lending operations, as well as account services activities.
“It’s just another way to tie together the capabilities provided by systems and technology for the benefit of the members,” adds Winter. “CTI has long-been something pursued. Now, at one credit union today, it is a viable and usable reality thanks to this module.”
About fiVISION
fiVISION provides technology platforms that enable enhanced member service and sales for credit union clients through its flagship CRM product memberWORKS and accountWORKS member enrollment solution. fiVISION, headquartered in Indianapolis, Ind., is a CUSO that was established to bring industry leading – and practical – contact management, cross selling and workflow automation technology solutions to progressive credit unions. For more information, contact fiVISION at 317.612.3350 or visit www.fivision.com.