Content Guru, a leading global provider of enterprise cloud Customer Experience (CX) and contact center solutions, has announced considerable momentum within the credit union space, following several significant deals in the past 12 months. The number of credit union members across the U.S. being supported through Content Guru’s storm® platform has grown by over 900,000 in the past year as providers enhance their offerings to both members and agents.

Credit unions that have migrated to storm in the past year include GreenState, Iowa’s largest credit union, Tyndall Federal Credit Union and Spokane Teachers Credit Union. With the modernization of consumer banking, Credit unions are embracing new tools to retain their advantage with high personalization and tailored services, while offering modern, best-in-class CX. Key storm features that credit unions are leveraging include:

  • Transformative AI & automation tools: AI features such as real-time transcription and auto-summarization, which allow agents to spend less time on administrative tasks and more time dealing directly with member queries.
  • Omni-channel capabilities: Members are able to reach out through their channel of choice and can receive support through phone, SMS, email, chat, and video. storm’s omni-channel capabilities allow agents to manage inquiries through a single pane of glass.
  • The highest level of security: In addition to credentials such as SOC2 Type 2 and PCI DSS Level 1, storm is the only full-stack CCaaS platform to achieve FedRAMP High Impact authorization, the highest level of security for cloud providers used by the US Government. Additionally, storm offers AI-driven voice biometrics for identification and verification checks to keep members’ accounts secure.
  • Omni-data capabilities through a Customer Data Platform: storm enables credit unions to deliver hyper-personalized experiences for members by providing contact center agents with a holistic 360-degree view of all member activity.

“Credit unions are committed to delivering first-class CX to their members, and we are delighted to be supporting them as they maintain their advantage with highly personalized service and the latest features, including AI,” explained Matt McKernan, SVP at Content Guru. “AI is starting to transform CX, and through our brain® AI orchestration layer, credit unions can access an unmatched range of AI and automation capabilities that deliver effective and efficient interactions. By shifting to a cloud contact center from legacy on-premises environments, credit unions unlock an increased number of support channels available and highly reliable communications. Additonally, credit unions also have the ability toconnect seamlessly into third-party banking systems and a host of developers to deliver bespoke customizations through a wealth of APIs and web services that are available within storm.”