KIVA Group, a premier, omnichannel CEM/CRM software provider to credit unions and banks, announced today its hosted Respect™ unified Communication Center (uCC) offering. The inbound service solution, which is now available to all credit unions and banks, can be deployed 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 been powering AnyHour’s inbound service capabilities for institutions such Altra Federal Credit Union, First Credit Union, Georgia United Credit Union, Interra Credit Union, Vision Bank and many more.
The hosted Respect uCC offering not only enables AnyHour Solutions’ clients to capitalize on the core integration in which they have already invested, but also provides any credit union or bank the ability to get up and running in record time with robust communication center capabilities. Respect uCC “wraps” around 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, however, it provides a breadth of capabilities to help credit unions and banks more easily achieve call center objectives, 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,” said Tina Baker, director of business development, KIVA Group. “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.”
A subscription-based offering, KIVA Respect uCC provides a budget-friendly, minimal risk avenue for implementing or bolstering call center capabilities.