Wings Credit Union Transforms Call Centers with Nuance Solutions

Minnesota’s Wings Credit Union recently announced a new business deal with Nuance Communications that will revitalize and upgrade call center operations for the company.

Nuance (News - Alert) has become a notable brand in the finance space, having worked with Bank Australia and the Industrial Bank of Korea on similar upgrades. Utilizing Nuance’s Intelligent Engagement Platform and Gatekeeper solution, Wings Credit Union will be able to take advantage of advanced digital enhancements, like virtual assistance and voice recognition security, to reduce valuable human labor and offer customers round-the-clock service.

“Wings Financial is part of an innovative group of organizations that recognizes the value of voice biometrics and conversational AI solutions to drive growth and delight customers,” added Nuance EVP and Enterprise Division GM Robert Weideman.

As labor shortages continue to impact the emerging global economy, infrastructural improvements are becoming more important than ever as businesses attempt to maintain a competitive edge. Not only that, the events over the last 16 months have made many customers more comfortable with online shopping, putting added pressure on business leaders to make this option more convenient and secure.

“Our members are spending more time online and predominantly interacting with us via audio and digital channels,” said Wings Financial Retail Delivery VP Matt Vignale. “We’re confident that Nuance’s AI technology can enhance our ability to deliver the same personalized, enjoyable experiences our members are used to receiving when visiting our branches.”

Edited by Maurice Nagle