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Converged Voice and Data Network from Avaya Helps Texas-BasedCredit Union Deliver Secure, Reliable Services to Members aroundthe Globe

02-10-2003
  • New converged infrastructure and applications reduce costs,support continuity of business operations

Avaya (NYSE:AV), a leading global provider of communicationsnetworks and services, announced today that it has successfullycompleted the installation of a converged voice and data networkapplication for Security Service Federal Credit Union (SSFCU). Thenetwork will help the credit union to cost effectively improve itsmember support while continuing to deliver secure 24/7 financialservices to its more than 470,000 members.

Avaya (NYSE:AV), a leading global provider of communicationsnetworks and services, announced today that it has successfullycompleted the installation of a converged voice and data networkapplication for Security Service Federal Credit Union (SSFCU). Thenetwork will help the credit union to cost effectively improve itsmember support while continuing to deliver secure 24/7 financialservices to its more than 470,000 members.

With thousands of members located in Texas, Colorado and othersaround the globe, the San Antonio, Texas based credit union decidedto supplement its 26 regional locations with member access totelephone and web-based banking services. The newly implementednetwork allows SSFCU to integrate its communications and businessapplications consistently while providing high-caliber support tomembers conducting transactions or making inquiries in person, byphone or over the Internet.

"As a credit union we strive to implement new technology thatwill help us to better serve our members," said Gayle Graham, SSFCUsenior vice president of Management Information Systems (MIS)."This new Avaya network will allow us to operate more efficientlyand at the same time reduce our costs."

For its members opting to use the phone or web to conduct theirfinancial business, the new, Internet Protocol (IP)-based networkwill help nearly 900 SSFCU member service representatives to fieldmore than a million calls, emails, faxes and text-chat contactseach month. With a single incoming number, the Avaya InteractiveVoice Response System assists members conducting routinetransactions or making inquiries such as checking account balancesor connecting to a particular SSFCU location. Combined with Avaya'sskill-based routing, members can get the appropriate personnel torespond to their call.

The new network design provides SSFCU with multiple businessbenefits that centralize the network operations and applicationsfor the entire organization — allowing the credit union to manageits operation from a single location. Employees and members haveaccess to the same features, tools and capabilities regardless ofthe location. This ensures that service centers will be able tooperate even if the primary location or wide area networksconnections fail. In addition, the new network helps eliminate tollcharges while providing secure communications.

"Our credit union offers 24/7 service to our members," saidGraham. "That's why we chose an organization like Avaya — they knowwhat we need to keep our 24/7 operation running smooth and withoutdisruption."

The SSFCU network is based on the Avaya MultiVantage™Software,voice application software that allows organizations to integratetelephony features efficiently and reliably into their IP-basedwide area and local area networks. Avaya™ S8700 Media Serversprovide call-processing capability and distribute AvayaMultiVantage capabilities across the network to branch offices andother remote locations.

The new network, contact center applications and Avaya IPtelephones and IP Softphones allow contact center supervisors tomonitor activity in the centers from their homes or other remotelocations at anytime of the day or night — helping to ensure thatmember support is always up to SSFCU's high standards.Additionally, a new contact center agent can be quickly set up inany location to support peak periods.

"Security Service is dedicated to ensuring that our membersreceive the best service available in the financial industry,"added Graham. "Our Member Contact Center has been in operation forfifteen years and we have always delivered uninterrupted service toour members — Avaya will definitely enhance our tradition of greatservice that our members have come to expect from our creditunion."

Security Service Federal Credit Union
Security Service Federal Credit Union (SSFCU) is a $2.7 billionmember-owned, nonprofit financial services organizationheadquartered in San Antonio, Texas. SSFCU has more than 470,000members and 26 service center locations in Texas and Colorado.

SSFCU was awarded first place honors in 2002 by the NationalAssociation of Federal Credit Unions for its innovative,service-oriented use of technology and in 2001 received a "CallCenter of the Year" award by the Professional TeleservicesManagement Association.

Avaya
Avaya Inc. designs, builds and manages communications networks formore than 1 million businesses worldwide, including 90 percent ofthe FORTUNE 500. Focused on businesses large to small, Avaya is aworld leader in secure and reliable Internet Protocol (IP)telephony systems and communications software applications andservices.

Driving the convergence of voice and data communications withbusiness applications — and distinguished by comprehensiveworldwide services — Avaya helps customers leverage existing andnew networks to achieve superior business results. For moreinformation visit the Avaya Web site: http://www.avaya.com.

click to enlarge
Security Service Federal Credit Union's 24/7Member Contact Center representatives assist members with inquiriesusing the newly installed Avaya converged voice and datanetwork.

© 2003 Avaya Inc. All Rights Reserved. All trademarks identifiedby the ® or ™ are registered trademarks or trademarks,respectively, of Avaya Inc. All other trademarks are the propertyof their respective owners.

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