IBM (NYSE: IBM) and Avaya announced today that the Pennsylvania State Employee's Credit Union (PSECU) has successfully deployed a state-of-the-art solution that streamlined its processes and created faster and more-informed customer service.
The new IBM and Avaya services intelligently route PSECU clients to the agent PSECU determines is best suited to handle their call regardless of how clients choose to contact the credit union. By combining real-time and non-real-time information, agents have a full view of a member's interactions and account history including previous telephone conversations, email exchanges, chat sessions and account access attempts.
