CXInfinity For Credit Union Contact Center To Enhance Member Experience With Digital Omnichannel Experience

Brands with strong omnichannel customer engagement retain 89% of members, so CXInfinity, the Digital Omnichannel member service and engagement platform, brings its robust features to engage with members when and where it matters and resolve queries faster. Since, Credit Unions can’t limit to just engage but interact to help members’ on the inquiries across channels of member’s choice

According to a study, 54% of members prefer to engage over social media. It is high-time when credit unions should switch to additional digital channels. This end-to-end solution has all digital channels – Webchat, Facebook, Twitter, WhatsApp, Text Message (SMS), Email, and integration with Voice – over a unified interface for an agent to engage with members without switching applications.

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CXInfinity is a Turnkey solution for Credit Union contact centers designed to make agents more responsive across platforms to attend to members’ queries instantly with features such as:

• Engage immediately with members over digital channels and voice without toggling through applications.
• Offer personalized conversation every time with a 360-degree view of member account & contact information.
• Access member information on CXI and screen pop for detailed account information.
• Offer quick resolution with the smart routing of conversations to the right skilled agent or concerned department.
• Improve and optimize call center performance with real-time and historical reporting.
• Resolve faster with built-in productivity tools such as knowledge base and case management.
• Increase productivity with a dedicated and unified workspace for agents and supervisors
• Keep your data and call system secured with secured installation over on-premise and cloud.

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Amit Gandhi, CEO CXInfinity and NovelVox says, “Expectations of members are ever-evolving that affects their loyalty for a business. Where 9 out of 10 customers demand omnichannel engagements, a credit union with the only phone or email service is likely to lose largely on its member base and business. CXInfinity empowers agents with total control over a multichannel conversation that will drive the highest level member engagement and enhances loyalty. Seamless integration with core systems and 3rd party application ensures that the agent delivers the right information at the right time without switching screen or losing the conversation context across channels.”

With CXInfinity engage, interact, and accept members’ multiple queries such as opening an account, apply for a mortgage, block a card or pay the installment and more on the channel of their choice.

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