Zoom Contact Center

Transitioned over 10% of calls to chat, lowering operational costs and accelerating time to resolution.

Automation has been vital to our customer experience by learning when and where customers are struggling and offering service options our competitors are not.

As we continually strive to deliver the best member experience in our industry, Conversational AI and other CX tech has enabled PSCU’s contact center agents to have more interaction with members and spend less time on manual tasks.

We Made 75,000 Outbound Calls Last Month Through Dialpad. And About 80 To 85% Of Them Are SDR And BDRs Making Prospecting Calls.

In our busy period, we’d have an extremely difficult time adjusting to volume and maintaining a reasonable service-level agreement (SLA). We are now able to have an agent on 24/7 for our most common questions, freeing up our humans to engage with the customers we care about the most. Without this solution, we’d need to make tough decisions about taking longer to get back to certain customers.

We needed a platform that was strong and had a tight integration with Salesforce, so that we wouldn’t have a staff person going into two applications,” Jeanna explains. “Our Support team wanted to be able to view their ‘omni-stats’—telephony, email, and chat—in one pane of glass under one location within Salesforce, without having to go to multiple applications to get that data.