Vidyo Inc., a leader in high-quality visual communications and collaboration, and BluCurrent Credit Union, Springfield, Missouri’s largest credit union with nearly 20,000 members, today announced the successful deployment of a Vidyo-enabled customer engagement solution that is allowing BluCurrent to offer their customers personalized video interactions with offsite banking agents. The VidyoWorksTM software platform allows financial services institutions, like BluCurrent, to provide high-touch, face-to-face customer service with embedded video communication. The integration of Vidyo’s flexible APIs allows BluCurrent to integrate video communications with an already existing customer queuing algorithm. By installing video-enabled, private banking capabilities in each of BluCurrent’s three physical branches, the credit union has centralized key banking services through one main operations center called the Member Experience Center.
“BluCurrent prides itself on delivering the most personable customer service experience possible,” says Derek Williams, Chief Operating Officer of BluCurrent Credit Union. “We needed to find a way to provide efficient, expert and personal banking services to all of our members, regardless of the branch that they frequent. Vidyo enables us to offer our members the highest-quality video banking experience with subject matter experts who best suit their needs, regardless of their branch location. Now our members are able to get the specific help and the services they need as quickly as possible.”
“Video banking services are today being embraced by financial institutions and their customers across the world,” said Eran Westman, Vidyo’s CEO. “Vidyo is excited to be leading the way in enabling banking organizations, such as BluCurrent, to offer best-in-class services by leveraging our technology. The end result is the delivery of innovative and efficient customer service that saves banking customers time and streamlines their banking experiences.”
According to BluCurrent, since the video-enabled solution was initiated, the Credit Union’s cross sales of banking products have increased by 20 percent. In addition, when surveyed, BluCurrent members who have used the system, rate it 4.5 out of a possible 5, and 93 percent say that they would recommend it to someone else.
BluCurrent is able to leverage the VidyoWorks platform to deliver an optimal experience regardless of device or network, something that is critically important as the credit union prepares to enter mobile and online banking integrations. As a result, BluCurrent members are today able to bank at the branch most convenient to them and save time via video-enabled interactions with the appropriate banking experts. BluCurrent Credit Union has been able to save in efficiencies by fully utilizing each of its specialized bankers to the fullest extent possible.
In addition, since the Vidyo-enabled customer engagement solution was deployed, BluCurrent has discovered that the Vidyo platform provides a superior training environment for new banking employees. Now, rather than require that new employees be physically present in the branches for training, trainees spend time at the centralized Member Experience Center, learning by observing live, onscreen interactions between experienced banking agents and members all done over Vidyo.
Come visit Vidyo in booth #1213 at the Call Center Week Conference & Expo- June 27th-July 1st in Las Vegas.