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Xtend migrates to new chat tool
GRAND RAPIDS, Mich. (11/14/11)--Xtend Inc., a credit union service organization (CUSO) based in Grand Rapids, Mich., recently started a project to migrate its online chat service within its Xtension Call Center to a new platform.

Xtension's LiveChat service, which Xtend rolled out to more than a dozen of its CUSO and credit union clients in the past year, is being migrated from an in-house solution to Webex's WebACD service, which delivers call center functionality through the Internet.

"Our early beta deployments have validated that online chat is an integral component of a credit union's overall member support strategy, as well as for CUSO customer service," said Xtend President Scott Collins. "It was clear early on that we would need to identify a platform that was able to scale to meet the demand we anticipate."

Xtend worked closely with the technical teams from sister CUSO CU*Answers to ensure WebACD could be integrated into its core It's Me 247 online banking solution, Collins said.

Xtend also announced it provided inbound member call support for three simultaneous credit union data processing conversions. Each project lasted from Oct. 1 through Oct. 15 and helped contribute to the record number of inbound calls that were handled by Xtension agents during a two-week period.

The three credit unions using Xtension for inbound support were $67 million asset South Bay CU, Redondo Beach, Calif., $65 million Oak Trust CU, $65 million asset Naperville, Ill., and $49 million Riverview CU, Belpre, Ohio.

Xtend also recently completed its largest-ever member outreach call project. The nine-month campaign, which was sponsored by its partner CU*Answers, provided nearly 25,000 targeted outbound calls to members of 59 participating credit unions.


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