St. Louis-based Anheuser-Busch Employees' Credit Union (ABECU) has tapped Transcend Automated Call Distributor (ACD) from Maxxar, a Detroit-based contact management vendor, to guide call center agents.
The Transcend ACD system will enable the credit union to provide a higher level of service to members, while also increasing employee efficiency.
The system, due to go live in September, was selected as part of an overall member relationship management program.
"The reporting capabilities and the call management abilities of the system really set it apart from the other systems we examined," according to Paula Anderson, manager of marketing communications at $550 million ABECU.
The system will aid both call center agents and managers, Anderson said. "The system will enable agents to better assess member needs, while helping managers with both staffing and employee training."
The Transcend Automated Call Distributor system will enhance the reporting capabilities of the credit union with more than 70 detailed reports (1,600 data elements available for user-defined reports) on phone, e-mail and Web interactions.
In addition, the system will support multiple forms of Internet interaction (text chat, scheduled callbacks, online conferencing, e-mail routing and tracking).