Coming to production soon, CU*Answers teams have been working closely with Frankenmuth Credit Union to build an integration between CU*BASE and Mitel’s contact center software. For phase one, this integration creates a CU*BASE powered web dashboard inside Mitel’s Ignite agent experience that displays important information about the calling member. This would include account information, contact info, last five transactions, as well as other data.

The system provides three workflows for getting member information: The member enters their ARU credentials. Once validated, a validated member dashboard is made accessible inside the call center agent’s Ignite screen. Alternatively, the member only enters a member ID. The system will attempt to find information about the entered member ID. Assuming it does, the call center agent is presented with a non-validated member dashboard, showing data that matched the provided ID, as well as letting the user know they still need to validate the member. And lastly, the member enters no information. The system will attempt to find information based on the phone number that called in. This again will present the non-validated member dashboard, showing all data that matched that number, and letting the user know they need to validate the member.