Additional business solutions modules will enable name and address change functionality and a location finder. Suncoast also elected to implement Syntellect's VistaConnect module, which expands self-service outside the call center by letting members and employees who dial phone numbers enabled with this functionality to connect to the person or department they wish to talk to simply by speaking their name. Suncoast is the ninth largest credit union in the United States, serving 14 counties along the west coast of Florida.
"Our old IVR system needed to be replaced," said Kevin Johnson, senior vice president, information technology, Suncoast Schools Federal Credit Union. "We initially planned to implement a touchtone solution; however, our vendor selection process helped us see the power of speech recognition in terms of its ability to both improve the member experience and increase efficiency. After a rigorous review of potential vendors, we chose Syntellectnot only because of its open standards technology, but because the Vista Business Solution Modules addressed our concerns around the complexity of implementing a speech-enabled solution."