Security Service Federal Credit Union (SSFCU)

When it came time to replace an older Avaya Interactive Response platform that featured a DTMF-only IVR, Security Service Federal Credit Union made the decision to add LumenVox speech recognition to an IVR that handles more than half a million calls per month. Their hope was that they would be able to improve the IVR experience, especially for hands free users on mobile phones, and reduce the load on their call center of approximately 200 agents. Read how the LumenVox Speech Recognizer reduced the call load being transferred to agents by 11K per month.