Tobyhanna Federal Credit Union Turns to AnyHour Solutions for Outsourced Contact Center Support

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$155M assets institution will roll out 24/7 call center service to meet the needs of members across the globe

AnyHour Solutions (http://www.anyhoursolutions.com) announced today that Tobyhanna Federal Credit Union of Scranton, Pennsylvania has selected its outsourced services to provide members with exceptional contact center support 24 hours a day, seven days a week. AnyHour will augment Tobyhanna’s internal contact center by transparently serving the credit union’s members – handling everything from typical transactions and information requests to member loan applications – “after hours”, on the weekends and when there is high call volume during the normal business day.

The company will provide these services to Tobyhanna via a real-time interface between AnyHour’s front-end call center system (KIVA Group Inc.’s Respect 7™ unified Contact Center solution) and Tobyhanna FCU’s inhouse Symitar Episys core system. Leveraging the capabilities afforded by the KIVA software, AnyHour will seamlessly serve as an extension of the credit union’s team and be well-equipped to resolve member inquiries on first contact. The outsourced services provider will automatically route Tobyhanna’s transaction details, requests for information, cross-sell opportunities and other follow-up activities directly to Episys.

“AnyHour Solutions is making it virtually effortless for us to supplement our call center and provide members with convenient, around the clock phone service,” Nina Waskevich, VP of Marketing and Sales, “Being able to support members in the U.S. and abroad 24/7/365 is invaluable for our organization and a crucial element in our strategy to deepen and maintain member relationships. At the same time, we expect to realize a boost in operational efficiency and reduced operating costs.”

About Tobyhanna Federal Credit Union
Tobyhanna Federal Credit Union (TobyFCU), located in Northeast Pennsylvania, currently has $155 million in assets and 21,100 members throughout the United States. TobyFCU originated in 1954 to service those affiliated with the Tobyhanna Army Depot military base, and has since expanded and now services the employees and immediate family members of over 500 businesses located throughout Lackawanna, Luzerne, Monroe, Pike, Wayne, and Wyoming counties. Everyday new businesses are joining to benefit from the products and services offered.

About KIVA Group
KIVA Group Inc. is a global provider of unified customer interaction and experience management software that helps financial institutions to integrate and optimize their multiple delivery channels to achieve sales success through exceptional service. RespectTM 7, the company’s technology platform and suite of applications, is enabling banks and credit unions worldwide to connect the customer, product and services information they need to create a more satisfying experience with each interaction. These teller, branch, internet, call center, IVR, marketing and sales software products can be implemented as point solutions or as part of a strategic initiative to completely unify the enterprise. For more information, contact the company at 866.212.2225 or visit http://www.kivagroup.com.

About AnyHour Solutions
AnyHour Solutions (http://www.anyhoursolutions.com) is a highly flexible provider of comprehensive, 24/7 contact center services for financial institutions via its AnyHour MSR and AnyHour Loan-By-Phone services. The company’s purpose is to help its partners to enhance customer and member service, increase loan volume and reduce operating expenses. AnyHour Solutions has been providing contact center services for almost 20 years. Highlighted by the most experienced staff of agents and a turnover rate under 10%, its contact center goal is to provide “Service They Will Remember.” In addition, AnyHour provides online loan application functionality as well as a full suite of mortgage processing services. For additional information, contact Steven Holmes, VP Strategic Development, at 888.622.8696 or sholmes(at)anyhoursolutions(dot)com.

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Steven Holmes
sholmes@anyhoursolutions.com
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