IVR

Voice Response and Call Routing Technology Powers Service

Interactive voice response (IVR) technology serves as the front-line and first point of interaction and resolution for credit union members who call the number on the back of their payment cards or statements. PSCU’s contact centers feature secure IVR service capabilities and intelligent call routing.

PSCU’s contact center IVR resolves calls for all payments-related questions, from account balance and status inquiries to payment due dates and payment mailing addresses. The IVR options available to members also transfer other types of calls to the appropriate live agents.

Smarter IVR technology expedites the routing and handling of member calls and makes it easier for members to, when necessary, reach the representatives best equipped to handle their inquiry or issue.

Automatically balances call volume among the 1,000+ PSCU contact center representatives

Flexible, standards-based telecom platform simplifies application development and integration, promoting future innovation and service improvements

Geographic redundancy of telecom hardware and software ensures continuous service