PSCU Optimizes Contact Center Experience for Credit Unions with Jacada


How Do You Personalize the Experience for Members from 1,500 Credit Unions with the Same Customer Service Workforce?

Improve the Banker Experience with a Unified Agent Desktop
to Improve the Member Experience.
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Our first deployed automation, a smart agent assistant for password management, has simplified a multi-step, highly manual process for our agents, enabling them to make calls more efficient and decrease call time. We continue to identify additional use cases and look forward to leveraging Jacada’s expertise to further improve the member experience for our Owner credit unions.

Rini Fredette, Senior Vice President of Contact Centers

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About the Client

PSCU, the nation’s premier payments credit union servicing organization, supports the success of 1,500 credit unions representing more than 3.8 billion transactions annually. Committed to service excellence and focused on innovation, PSCU’s payment processing, risk management, data and analytics, loyalty programs, digital banking, marketing, strategic consulting and mobile platforms help deliver possibilities and seamless member experiences. Comprehensive, 24/7/365 member support is provided by contact centers located throughout the United States. Having served credit unions for over 40 years, PSCU provides an end-to-end, competitive advantage that enables credit unions to securely grow and meet evolving consumer demands.

Our Approach

Unified Agent Desktop simplifies the banker experience enabling bankers to serve members from 1,500 credit unions in a personalized manner. 

Guided workflows walk bankers through 800+ processes incorporating an element of ongoing learning.

Robot assistants automate manual tasks using robotic process automation freeing up agents to focus on the member.

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I love to make my members happy... [With Jacada,] I can have more interaction with the member rather than putting them on hold... It saves me 5 minutes per call!

April Jackson | Contact Center Representative

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I log in and out of systems all day... I have logins for 100+ systems. [Jacada] made the process more seamless... probably saves me half an hour to an hour everyday.

Gina Kostamo | Back Office Operations

Results

  • PSCU was able to optimize banker training and onboarding by eliminating reliance on a static knowledgebase. 
  • Bankers, new and seasoned, now rely on a guided workflow that offers consistent guidance for over 800 different intents members may call about. 
  • Bankers report higher satisfaction with their desktop tools and an ability to focus on the member instead.

What's Next

PSCU’s COVID-19 Pivot

In response to the coronavirus pandemic, PSCU have made swift changes to their customer service operations, going remote, to ensure the safety of employees, and have relied on the robotic automation and dynamic guidance packed into the Jacada agent desktop solution.

PSCU are continuing to explore options to help members dealing with financial hardship during the pandemic by offering easy ways to delay a payment.

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