PLEASANTON, Calif. — SafeAmerica Credit Union, which recently completed a full core conversion, has implemented a next-generation interactive voice response (IVR) banking system from Tulsa, Okla.-based Enacomm Inc.
SafeAmerica is a $352 million, community-chartered CU that serves 26,000 members via five branches in Northern California.
Enacomm, a provider of intelligent customer interactions technology, said the IVR installation took place in early March.
SafeAmerica's core conversion was with Corelation, and was the subject of a Credit Union Journal Special Report.
By implementing IVR that complements the features of its new core processor, Enacomm said SafeAmerica members will be more likely to use its "STARS" telephone banking service, which reduces call traffic to the member services center. The STARS IVR service operates 24 hours a day, 7 days a week, 365 days a year.
Delivered as either hosted, on-premise, or on-demand services through the cloud, Enacomm said its technology helps CUs reduce costs by allowing members to meet their needs via the IVR when they do not require the assistance of a live agent.
"From the perspective of an organization that has just gone through the whole gamut of change with our full core conversion, Enacomm was the least of our worries and really stood out as a vendor, doing its part in every way to support a smooth transition," Robin Hauan, vice president of marketing for SafeAmerica, said in a statement.
According to Hauan, SafeAmerica members are finding the newly deployed IVR banking system "very easy to use, and they value that the experience is personalized so their time on the phone is streamlined. Rather than encountering a long menu of items that they can't use, users only hear options that are relevant to their own member profile. Without all the extra noise, calls are quicker and virtually trouble-free."
SafeAmerica originally was chartered in 1953 to serve the employees of Safeway, Inc. Today it serves the California counties of Alameda, Contra Costa, San Mateo and Santa Clara, as well as numerous employer groups including the Financial Fitness Association.
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Corrected May 15, 2015 at 4:38PM: An earlier version of this article incorrectly attributed SafeAmerica's core conversion to Enacomm. The core conversion was done by Corelation, while Enacomm supplied IVR technology.