Fiserv, Inc., a provider of information technology services to the financial industry, posts record sales of ConvergeIVR telephone banking platform. The product contributed 72 new contracts in 2008, bringing its total number of credit union clients to 131.
ConvergeIVR audio response systems provide automated up-to-date account information to credit union members quickly and easily over the telephone without having to speak directly to a customer service representative.
With ConvergeIVR, members can conveniently access their accounts 24 hours a day, 7 days a week via a touchtone interface that allows them to retrieve account balances and current rates, review transaction history and search for specific drafts, request literature on current products and services, transfer funds, reorder checks, place a stop payment and report a lost or stolen credit card.
The administrative reporting feature of ConvergeIVR tracks usage by transaction type, enabling the credit union to see which features their members value most.
Credit unions can build in access to audio response from the current telephone system menu or maintain a separate telephone number for access. Fiserv leverages AltiGen technology as the foundation for its ConvergeIVR tool and related telephony services, such as Voice over Internet Protocol (VoIP).
“ConvergeIVR was recently made available to a broader set of Fiserv credit union clients and is a great example of how our collaborative strategy creates new opportunities for us to deliver Fiserv’s broad portfolio of solutions that increase efficiency, reduce costs and enable credit unions to provide superior member services,” says Sara Brooks, senior vice president of strategy, Fiserv Credit Union Division.
Fiserv first installed its ConvergeIVR application at Lehigh Valley Educators Credit Union, a $223 million institution with branches in Allentown and Schnecksville, Pa., in October 2005. Since then, the credit union has used the ConvergeIVR product to expand remote services delivery to its growing membership and remain competitive in a concentrated market.
“Since we made the change to ConvergeIVR, we have been able to offer our members 24/7 electronic service with little concern about downtime and maintenance,” says Rosemarie Krantz, chief executive officer, Lehigh Valley Educators.
“The system is easy to use and very intuitive for our members. About 2% of our transactions go through ConvergeIVR. That adds up to between 18,000 and 19,000 automated transactions a month, which frees our staff to concentrate on other member-service tasks.”
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