Forum Credit Union has chosen a database system equipped with voice-recognition technology by Maxxar Corp. to reduce the number of calls fielded by agents at its teleservices centers.
The credit union is the first client to install the integrated call-center technology, which uses the DataSafe database system created by Fiserv subsidiary Users Inc. and the Maxxar speech-recognition system. The voice-activated system lets Forum provide customers with self-service options.
Indianapolis-based Forum is promoting the speech-recognition system to customers with a television spot. The system helps the credit union position itself as a hi-tech organization and differentiate itself from competitors.
“Our audio response member use had hit a plateau, even though membership was rising,” said Andy Mattingly, Forum's vice president of marketing. “We were looking for a more user-friendly system that would encourage use and reduce our call center volume.”
