CREDIT UNIONS & FINANCIAL SERVICES
Contact Centre Modernization for Credit Unions and Lenders
Member and borrower service on Amazon Connect, with Canadian data residency, core banking integration and the capacity to absorb a rate announcement.
Trusted across Canada
Members expect bank-grade service from a community-sized team.
Credit unions and lenders compete with the big banks on experience while running leaner contact centres and stricter budgets.
A Bank of Canada decision fills the queue for a week, and hiring for it is not an option.
On-premise platforms near end of life, with licences priced for peak seats.
Member data has to stay in Canada, and every interaction needs to be recorded and retrievable.
What we build for financial services.
Reference architectures from credit union and lending deployments, adapted to your core and your compliance team.
Self-Service
Data Residency
Rate Announcement Week
Core banking integration
Member lookup, balances and transactions in the IVR and the agent desktop, through secure data dips into your core.
Authentication and fraud controls
Knowledge-based and voice authentication, with Contact Lens flags for high-risk phrases and PII redaction in recordings.
Rate-change capacity
Elastic capacity, queued callback and self-service for the questions a rate move always produces.
Compliance recording and reporting
100% recording, retention policies you set, and searchable transcripts for audit and dispute resolution.
Outcomes in financial services.
Xodus
Six channels for travel insurance customers, with every call and chat analyzed for compliance.
Compliance by design
Recording, redaction and retention configured to your policy from day one, in the Canada (Central) Region.
Agents with the member in view
Screen pop from the core, history in one place, and guided workflows for regulated processes.
Faster service, lower cost
Routine balance and payment questions resolved in self-service, agents freed for lending and advice.
Proven Results for Real Businesses
Xodus Chooses Amazon Connect Customer to Deliver Omnichannel Travel Insurance Support
Xodus chose Amazon Connect Customer to launch six channels for its travel insurance customers, with every call and chat analyzed for compliance.
- 100% Calls and chats analyzed by Contact Lens
- 6 Channels live
- 24/7 Self-service enabled
Questions from credit unions and lenders.
In your AWS account in the Canada (Central) Region in Montreal. Recordings, transcripts and contact data do not leave Canada.
Yes. We have integrated with the cores common among Canadian credit unions and lenders through secure APIs and middleware, and we scope yours in discovery.
Capacity scales automatically. We add callback, overflow and a self-service path for rate and payment questions, tested before the date.
Payment capture is handled through PCI-compliant patterns that keep card data out of recordings and away from agents.
Serving members on a legacy platform?
Tell us about your core and your contact centre and we will map what modernization looks like for you.
Contact us
Talk to the Serve7 team.
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