Credit Union moves to unified comms

The solution, provided by Tandberg, incorporates Microsoft's Office Communications Server 2007 technology.

It is expected the system will enable employees, particularly contact centre agents, to locate the most appropriate person to respond to a customer request and then to contact that person directly.

The credit union said in a statement that up to 20 per cent of an agent’s time was spent trying to locate other staff.

A total of 130 Tandberg desktop videoconferencing units will be deployed. The units will be connected through a Nortel-based network.

NECU already has Tandberg videoconferencing to enable members to access home loan services via videoconferencing to remote branches, and for intra-branch communication.    

“The new investment at the employee’s desktop will enable us to leverage the success of our company-wide videoconferencing system with fresh capability to unify voice, video and corporate knowledge and provide a closer customer-company relationship,” said David Cook, chief information officer, NECU.

NECU also expects the capability to prove attractive when trying to recruit potential employees external to the New England region by giving them the option of teleworking.  

It employs staff in Sydney and enables executives to work remotely when required using the existing videoconferencing platform to communicate.