To Enhance Member Experience, Citadel Selects Avaya Solution for Next-Generation Customer Engagement
May 01 2019 - 8:00AM
Business Wire
Citadel, one of the largest credit unions in Pennsylvania
serving over 200,000 members, has selected the Avaya (NYSE: AVYA)
Oceana® next-generation customer engagement solution, a key
component of the Avaya Intelligent Xperiences communications
portfolio, to enhance its member experience and servicing
capabilities. Avaya Oceana allows Citadel to deliver multichannel
member service through the integration of its call center and
digital communications.
“Citadel’s priority is to provide an optimal experience for our
members. The Avaya Oceana solution will allow members to receive
assistance through the channel and device of their choice,” said
Pam Krupansky, Vice President, Citadel. “Our members are on-the-go;
they desire the ability to communicate with us through a variety of
channels. We selected Oceana to help us provide an enhanced level
of service.”
Avaya Oceana is available as part of the Avaya Intelligent
Xperiences - or Avaya IX platform, which encompasses a portfolio of
solutions for Contact Center, Unified Communications, and
Collaboration. Citadel has used Avaya as its telephone and contact
center solution for over 20 years, but recently selected Avaya
Oceana to further optimize communication options with members. With
the Avaya Oceana solution, Citadel can provide a seamless member
service experience through email, chat, the call center, and even
social media. Citadel is implementing Oceana over the next several
months.
“With Oceana, Avaya IX Contact Center helps organizations
deliver a seamless customer experience across any channel of the
customer's choosing, seamlessly handling customer interactions
across all devices and channels - mobile, web, chat, SMS, social
media, voice, email and video,” said Chris McGugan, Avaya Senior
Vice President, Solutions & Technology. “Additionally, our
intelligent and open solution architecture makes it easier for
companies to extend and manage unified support of the customer
journey across the enterprise.”
About Citadel
Citadel provides banking, investments, and insurance services to
more than 200,000 customers and 250 companies. At over $3 billion
in assets, it is one of the area’s largest locally owned financial
institutions, proudly serving residents of Bucks, Chester,
Delaware, Lancaster, Montgomery, and Philadelphia counties. Citadel
ranked first in the 2018 Callahan & Associates Return of the
Member scoring index among all credit unions in Pennsylvania, and
was named one of the best performing credit unions in the nation by
SNL Financial. For more information,
visit CitadelBanking.com.
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya (NYSE: AVYA).
For over one hundred years, we’ve enabled organizations around the
globe to win – by creating intelligent communications experiences
for customers and employees. Avaya builds open, converged and
innovative solutions to enhance and simplify communications and
collaboration – in the cloud, on-premise or a hybrid of both. To
grow your business, we’re committed to innovation, partnership, and
a relentless focus on what’s next. We’re the technology company you
trust to help you deliver Experiences that Matter. Visit us
at www.avaya.com.
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Source: Avaya Newsroom
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Alex Aliasalalias@avaya.com
Avaya (NYSE:AVYA)
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