Altra Federal Credit Union is a nonprofit financial cooperative based in the US. With 120 thousand customers across eight states, the financial service is well versed in providing customer care via its contact center infrastructure.
However, to consolidate their reporting and provide a better experience for their growing online customer base, Altra wanted to implement a new live chat capability and deeper integration into their Mitel telephony phone system. In turn, they hoped to provide a true omnichannel experience for their digital customers.
To help Altra achieve its goals, Talkative created a bespoke deployment package that included enhanced live chat and cobrowse, all integrated into Altra’s Mitel environment.
In turn, Altra’s contact center team can now instantly meet customers online, all within the same screen as their Mitel interactions. Additionally, cobrowse enables advisors to guide and assist customers around Altra’s website as if they were standing side by side.
Since deploying Talkative, Altra CIO Josh Hamit had the following to say:
Talkative has “become a trusted partner that helps Altra Credit Union think more strategically about delivering the best digital experience… If you are tired of dealing with antiquated development shops that take weeks and months to deliver enhancements, you will undoubtedly find the speed and agility of Talkative to be refreshing. While the products themselves are best of breed, it's the people at Talkative that really differentiate the solution. Having worked in IT for nearly 20 years, I can honestly say that Talkative has been one of the best partners I have had the pleasure of working with over the span of my career.”