GreenState Credit Union Selects Content Guru to Modernise Experiences & Adopt AI-Enhanced Support within their contact centre
Content Guru has announced Iowa’s largest credit union and one of the top financial institutions in the United States, GreenState, will enhance member and contact centre agent experiences using its storm® CX cloud platform. GreenState will migrate from a legacy environment to Content Guru’s cloud-based contact center as a service (CCaaS) solution to unlock a range of benefits including enhanced omni-channel features, a consolidated view of customer interaction history, and generative AI tools such as real-time transcription and auto-summarization.
To support its customer base of over 450,000, GreenState will leverage storm to:
– Deliver omni-channel experiences to members by allowing them to reach out through a number of channels including phone, SMS, email, chat, and video.
– Leverage generative AI features such as real-time transcription and auto-summarization, which allow agents to spend less time on administrative tasks and more time dealing directly with customer queries.
– Provide seamless communication between front and back office staff through its Microsoft Teams integration, which provides one platform for all call handling, reporting, and recording.
– Achieve the highest level of security through AI-driven voice biometrics for identification and verification checks to keep members’ accounts secure.
– Deliver hyper-personalised experiences for members by providing contact centre agents with a holistic 360 degree view of all member activity.
Matt McKernan SVP, Content Guru, explained,
“We are delighted GreenState has chosen storm to transform its CX and enhance experiences for its growing membership base,”
“Thanks to storm’s leading cloud contact center capabilities, members can now reach out through an extended number of channels and the increased flexibility allows them the ability to get support through the most appropriate channel. One of GreenState’s core values is to provide exceptional service to its members and to each other, and we look forward to helping them achieve this objective.”
Amy Stevens, SVP Member Assistance, commented,
“Our partnership with Content Guru will allow GreenState to better serve our members through innovative customer experience solutions,”
“As a member experience leader, we look forward to better anticipating member needs and delivering best-in-class service through the storm CX platform.”
Content Guru is the world’s foremost vendor of mission-critical, high-scale, feature-rich cloud contact centre and CX (customer experience) solutions.
Available in over 150 countries, storm® is the only cloud platform trusted to run national blue-light emergency services and its CX solutions have delivered the highest customer satisfaction scores in multiple industries for many of the globe’s largest organisations. Its brain® AI services provide leading automated and human-assist capabilities to bolster contact centre performance.
For additional information on Content Guru view their Company Profile
Organised in 1938 and headquartered in North Liberty, Iowa, GreenState Credit Union has grown to become Iowa’s largest financial institution and one of the top financial institutions in the United States for returning profits to members in the form of better rates and lower fees.
GreenState currently serves over 450,000 members with office locations in Iowa and Illinois. Membership is open to anyone living or working in Iowa as well as select counties in Illinois, Wisconsin, Nebraska, and South Dakota.
For additional information on GreenState Credit Union visit their Website
