BROOKFIELD, Wis.--(BUSINESS WIRE)--
Fiserv, Inc. (NASDAQ: FISV):
-
New interactive voice response system helps to enhance the customer
experience as well as staff productivity
-
Implementation reduced risk with redundant architecture and provided a
cost savings through a single server system
Fiserv,
Inc. (NASDAQ: FISV), a leading global provider of financial services
technology solutions, announced today that First
Financial Bank of Arkansas, headquartered in El Dorado, Ark.,
implemented ConvergeIT®: IVR (Interactive Voice Response)
from Fiserv. ConvergeIT: IVR offers a flexible, interactive voice
response system with choice and control for messaging, call flow and
functionality. The underlying architecture of the ConvergeIT: IVR
solution interfaces directly with Signature® from Fiserv, the
bank's current platform for account processing, as well as other account
processing platforms from Fiserv.
First Financial Bank selected the solution from Fiserv to help meet its
long-term technology strategy, for which all requirements were aimed at
improving the overall customer experience. The bank sought a system that
could scale to handle thousands of calls per day, optimize current
business processes and provide the ability to fully leverage its
investments in existing and future telephony solutions. Another top
priority for First Financial was to reduce risk with a resilient and
fully redundant architecture. The Fiserv system can be proactively
monitored to ensure maximum uptime and little or no disruption to
customer service.
"Maintaining excellence in customer service is the cornerstone of First
Financial Bank's success. When we hear about a problem with the IVR
system from a frustrated customer, it is already too late," said Stewart
Wilson, senior vice president of operations, First Financial Bank. "A
negative customer experience can be shared with others in person or via
social media, to extend the impact. With ConvergeIT: IVR from Fiserv, we
are more confident in our ability to fully meet our customers' service
expectations to deliver the best experience possible. In fact, the
implementation itself was completed without downtime or interruption of
service."
First Financial Bank was able to automate a substantial percentage of
its communications following its implementation of ConvergeIT: IVR. For
example, First Financial Bank identified that a significant segment of
call inquiries are asking about EFT (Electronic Funds Transfers)
transactions. These inquiries can now be addressed in real-time, and
customers can quickly and easily retrieve their information without
needing to ask to be transferred to a specialist at the bank.
Additionally, the ConvergeIT: IVR dashboard and ad hoc reporting
functionality provide the necessary tools for First Financial Bank to
properly track: daily call volume, inactive and dropped calls, how
effectively the customers are using the IVR system and other real-time
information. These reports have assisted First Financial Bank with
driving improvements in customer service and maximizing its IVR
investment.
"With their expected growth, First Financial Bank can now move forward
with a solution that will scale to its specifications," said Dave Santi,
division president, Bank Solutions, Fiserv. "At Fiserv, we realize that
delivering an integrated IP telephony solution can help deliver
sustainable productivity and growth for our clients. This is an example
of Fiserv providing comprehensive financial service solutions that
integrate with our account processing platforms to provide a total
banking solution."
ConvergeIT: IVR is a part of a larger suite of integrated telephony
solutions from Fiserv, which includes applications for call centers and
VoIP (Voice over Internet Protocol) systems, all running on a single
cost-saving server. The suite provides financial institutions the
convergence of voice, data and unified communications around a shared
IP-based infrastructure, allowing them to make and receive calls, and
handle SMS and email with comprehensive support for traditional voice
communication.
Additional Resources:
About First Financial of Arkansas
First Financial Bank has deep roots in the community of El Dorado,
Arkansas. It first opened in 1934 and currently services its community
with seven retail banking locations along with five ATM locations in the
El Dorado community. In the Mississippi Region, the bank has two retail
locations and two ATM locations. Additionally, it serves both Arkansas
(El Dorado, Little Rock, North Little Rock, Fort Smith, and Jonesboro)
and Mississippi (Carthage) with First Financial Mortgage locations. The
agricultural lending division includes offices in Arkansas (El Dorado,
Mena, Morrilton and Fayetteville); Alabama (Enterprise and Fort Payne);
Kentucky (Elizabethtown); Mississippi (Carthage); Texas (Nacogdoches);
Georgia (Gainesville); and North Carolina (Goldsboro and Monroe). www.ffb1.com
About Fiserv
Fiserv, Inc. (NASDAQ: FISV) is a leading global technology provider
serving the financial services industry. Fiserv is driving innovation in
payments, processing services, risk and compliance, customer and channel
management, and business insights and optimization. For six of the past
eight years, Fiserv ranked No. 1 on the FinTech 100, an annual
international listing of the top technology providers to the financial
services industry. For more information, visit www.fiserv.com.
(FISV-G)
Media Relations:
Julie Smith
Public Relations Manager
Fiserv,
Inc.
+1 412-577-3341
julie.smith@fiserv.com
or
Additional
Contact:
Carol Cowan
VP Product Management and Marketing
Bank
Solutions
Fiserv, Inc.
+1 407-514-1146
carol.cowan@fiserv.com
Source: Fiserv, Inc.
News Provided by Acquire Media