PSCU Optimizes Contact Center Experience


PSCU, the nation’s premier payments CUSO, today announced the deployment of desktop automation through its partnership with Jacada, a leading worldwide provider of customer service robotic process automation (RPA). The attended bot from Jacada, which is now in use across all PSCU contact centers, safely and securely logs agents into hundreds of Owner credit unions’ digital banking platforms, eliminating multiple manual steps for PSCU agents and substantially reducing hold times for members.

“As we continually strive to deliver the best member experience in our industry, our partnership with Jacada has enabled PSCU’s contact center
agents to have more interaction with members and spend less time on manual tasks,” said Rini Fredette, senior vice president, Contact Center Services and Solutions at PSCU (pictured below). “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
Much like chatbots have improved self-service experiences, this same technology is being applied to assist contact center agents in managing member interactions. The smart agent assistant works side by side with the agent, unobtrusively and securely, to provide proactive guidance, invoke automation sequences, surface relevant knowledge and more. Agents are able to better focus on the member interaction, while the smart agent assistant focuses on the systems and processes.”
“We are excited to deploy this robotic automation solution in PSCU’s contact centers, helping their agents further heighten the member experience,” said Oren Shefler, vice president of Sales, Americas at Jacada. “A key to driving operational efficiency in the contact center is the ability to automate manual, error-prone and time-consuming tasks on behalf of the agent. With this solution, it’s like every agent gets his or her own robot that can be trained to do any number of manual redundant tasks – which would have previously been performed while the member waited on the line. We look forward to continuing to partner with PSCU and drive new, innovative contact center solutions for its Owner credit unions and their members.”  

Jacada, which debuted in Gartner’s Magic Quadrant for RPA Software earlier this year, leverages its Customer Service RPA platform to provide hybrid RPA capabilities to support end-to-end customer service interactions across both self-service and agent-assisted use cases. With more than 30,000 bots deployed globally, Jacada’s vision is to deliver tailored solutions for the world’s most demanding customer service RPA use cases.

For a video featuring PSCU agents and contact center leaders explaining more about how the company is leveraging Jacada automation, click here.
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