American Airlines Federal Credit Union Selects TuVox to Deliver World Class Voice Self-Service.
TuVox, a leading provider of On Demand speech applications, today announced that American Airlines Federal Credit Union (AA Credit Union), the ninth largest credit union in the country, has selected TuVox On Demand Speech Applications to provide members with a more efficient and personalized customer service experience. With approximately 207,000 member-owners today, AA Credit Union will benefit from TuVox's experience in delivering sophisticated voice self-service solutions to the financial services industry.
Needing to replace its touch-tone system, AA Credit Union turned to TuVox to provide a high quality branded voice channel that would relieve members of the often frustrating customer service experience offered by traditional touch-tone IVR systems. Through the award-winning TuVox Perfect Router conversational call routing application, AA Credit Union members will be able to simply say why they're calling and be directed to the appropriate automated retail banking destination. For calls that need to be handled by a Member Service Representative, members are routed to the person or department with the appropriate expertise. In addition to creating a more efficient and personalized experience that will help AA Credit Union drive member loyalty, the TuVox speech applications are expected to increase automation and create cross-sell opportunities. The conversational-style menus will also shorten the call length compared to the current hierarchical touch-tone menus.
"As we introduce this new offering to our members, we want to ensure that the caller experience is consistent with the Credit Union's brand and commitment to our high level of personalized service," said Susan Longley, vice president, Member Services at AA Credit Union. "We wanted to raise the bar on member services, so that members can more quickly and consistently experience the new service, without the time and cost typically associated with developing and maintaining a custom-coded solution. TuVox On Demand not only removes a lot of the barriers around getting this type of service up and running, but will enable us to continuously make rapid application changes so that the voice channel easily keeps pace with business changes."
TuVox On Demand provides customers with the next generation of conversational voice self-service, while avoiding significant resource commitment and expensive infrastructure investment. In addition, "The TuVox Speech Investment Protection Plan" guarantees customers protection against technology obsolescence and provides the option for customers to retain a license to their speech application regardless of changes to underlying platform technology components.
"We are excited about our new partnership with AA Credit Union and are looking forward to helping them deliver world class voice self-service to their members," said Larry Miller, president and CEO of TuVox. "As a well-known brand whose members rely on the best possible benefits and services, AA Credit Union will now extend this commitment through differentiated voice self-service reflective of the organization's quality of service and members' changing needs."
About American Airlines Federal Credit Union
American Airlines Federal Credit Union was founded in 1936 and today serves the present and retired employees of American Airlines, their family members and others who work in the air transportation industry. AA Credit Union has more than 207,000 member-owners and assets of $4.2 billion. As a cooperative financial services institution, the Credit Union's goal is to provide the best possible benefits and services for its member-owners.
TuVox is a leading provider of On Demand speech applications, empowering companies to deliver superior caller experience through the voice channel. Available as a hosted or on-premise solution, TuVox's award winning applications are easily customized to your business and can quickly be updated in response to business changes. TuVox speech applications automate virtually any type of call, including natural language call-routing, self-service transactions and interactive customer support. By delivering a superior caller experience, TuVox speech applications increase customer satisfaction and improve the adoption of voice self-service. TuVox customers include companies such as Activision, ABN-AMRO, AvMed, Citibank, Canon, Gateway, Netflix, Office Depot, Time Customer Service, TiVo, TV Guide and the United States Postal Service.
To find out more about TuVox, please visit www.tuvox.com.
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|Date:||Aug 14, 2006|
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