Banking Up Deploys Enacomm IVR
Banking Up, a personal finance platform that lets banks and businesses provide customers with a mobile alternative to traditional checking accounts, has enlisted Enacomm, a provider of voice processing infrastructure, applications, and services, to deploy a hosted, self-service interactive voice response (IVR) solution.
Enacomm's analytics software allows Banking Up's internal database to be used to create intelligent interactions, optimizing the customer call experience.
Enabled by Enacomm, Banking Up will employ an adaptive decisioning engine driven by real-time access to customer data to engage patrons with unique, personalized exchanges.
"When our customers call the phone number on the back of their payment card, their level of financial anxiety is usually pretty high; we want to guide them quickly to the right answer and make sure that they finish the call reassured," said Patrice Peyret, CEO of Banking Up, in a statement. "Enacomm's technology and support allows us to design the call flows we need, monitor their effectiveness, and make changes rapidly when necessary."
"Personalized content in the IVR makes channel containment more effective, often eliminating the need to connect with an agent," explained Enacomm Founder and CEO Michael Boukadakis, in a statement. "Contacts handled with automation are as little as a tenth of the cost of agent-handled calls."