Relationship Routing is Goal of CoastHills Credit Union With New Unified Contact Center and IP PBX Platform

PRESS RELEASE: CoastHills Credit Union, whose strategic plan includes superior delivery channel services for its members, has selected Adapt Telephony Services, LLC, to configure and install the Interactive Intelligence Customer Interaction Center (CIC) IP communications software suite. CIC will be deployed and supported by Adapt throughout the Lompoc headquarters office and at 11 branch locations. Adapt serves 120 credit unions across the U.S.

CoastHills is a state-chartered credit union with more than 58,000 members and $800 million in assets. It serves five contiguous counties on the California Central Coast.

CIC’s single platform and simple interface will replace an 11-year old Alcatel-Lucent enterprise telephony system. CoastHills no longer will need to manage multiple standalone systems with their associated administrative costs, or deal with other applications that are loosely integrated from various vendors.

Jojo Seva, senior vice president and chief information officer for CoastHills led the team that vetted four other technology vendors before selecting Adapt and Interactive Intelligence. CIC will handle call routing, callback requests, Web chats, multimedia recording and quality management, screen recordings, unified messaging, voice mail, personal teller machine session routing, outbound dialing for collections and outbound sales purposes, workforce management, and post-call surveys. Additionally, Adapt will supplement an existing video conferencing platform by installing an enhanced solution from Vidyo.

Also selected was Smart Teller – Adapt’s robust, flexible, automated teller bank-by-phone application with more than 300 options.

According to Seva, the credit union evaluated, in order, “which system delivers the experience we want for our members with efficiency, which is easiest to manage and integrate with our core platform, which architecture fits best and ensures redundancy, and which firm has the team we want to partner with? Our score sheets led us to Adapt.”

Seva says a key goal is creating “relationship routing” of calls, emails, text messages and teller sessions to agents based on criteria pre-determined for each CoastHills member. “We are replacing the old system with the CIC system in which members are instantly identified and routed more quickly to agents for prompt handling,” explained Seva. “This system will enable us to proactively serve members who are waiting for an agent at our contact centers, as well as through personal teller machines, the Web, email and text.”

Jerry Brown, Adapt vice president of sales, added, ”The timing of CoastHills’ development of its Vision2020 strategic plan and Jojo and his team learning more about our capabilities was advantageous. CoastHills desires to create truly unified member service contact centers which are strengthened by relationship routing and key applications such as Smart Teller. Adapt is delighted to be part of this exciting vision.”