We have a long history of providing solutions for financial institutions, with a large number of banks and credit unions having deployed Altigen technology. The product has many capabilities designed for financial institutions such as customer/member surveys and detailed agent evaluations to ensure quality management.
Altigen is also a provider of communications solutions to customers of Fiserv. As a global leader in financial solutions technology, Fiserv has implemented Altigen’s PBX and IVR technology at more than 1,400 institutions in the last 11 years. Fiserv offers the solution on-premises or hosted in a secure Fiserv datacenter under the ConvergeIT and ConvergeIVR brand names.
Key Benefits for Financial Institutions
Business Continuity/Disaster Recovery- Altigen’s hosted version is fully redundant and includes multiple ways for employees to connect even when they’re unable to work from the branch. On premises systems can be backed up to Altigen’s cloud as well to eliminate the risk of a major outage.
Reduced IT Overhead- Free up your IT staff for other priorities. The hosted service is proactively monitored and Altigen takes care of updates and upgrades. Configuration changes are quick and easy.
Security- All communications are encrypted. Administration and supervisor access and changes are logged. Call recordings are locked and encrypted to allow for use in the event of a dispute.
Integrated and Robust Contact Center Capability:
- Advanced call distribution with skills-based routing and priority queuing
- Business Insight tools for real-time monitoring of queues and agents
- Call back from queue to reduce wait times
- Post Call Surveys providing the option to take a survey after speaking to an agent
- Secure Call Recording with agent evaluation for quality management
Unique Benefits for Fiserv Bank and Credit Union Customers
ConvergeIT®: VoIP from Fiserv is the only VoIP (voice communications over an IP network) system designed for and integrated with Fiserv account processing systems. The powerful and easy-to-use phone system can help you enhance service, integrate business continuity services, reduce operating costs, unify branch operations and improve efficiencies. –Fiserv
Integration with Core Applications: ConvergeIVR and Converge IT are integrated with all Fiserv account processing systems. This provides valuable integration points for authentication and screen pops.
Single Vendor Support: Fiserv deploys, manages and provides a single source of support for both ConvergeIT and ConvergeIVR whether installed on premises or in a Fiserv data center.
Experience: Fiserv has deployed Altigen solutions to more than 1,400 credit unions and banks in the last 11 years. The solution has been continually modified based on direct input from Fiserv customers.
Custom Designed for Fiserv: The ConvergeIVR/Bank by Phone solution was designed exclusively for Fiserv. Today, the IVR integrates with every Fiserv financial core and may also be integrated with the PBX and contact center.
Flexibility: Available on premises or Hosted in Fiserv’s secure data center. Fiserv offers on premises customers the option to back up systems to the Fiserv data center in case of an on premises outage.
To Learn More
Please contact us to learn more about our bank and credit union solutions. Our team has years of experience working with financial institutions, and we’re happy to show how the solution might work for you.