KIVA Group has announced a strategic partnership with AnyHour Solutions for enhancing the full-service, outsourced call center support that AnyHour provides for banks and credit unions in the United States.

In a release, Michael Baker, president and CEO, KIVA Group, said, “Our unified Contact Center solution gives AnyHour an open, front-end technology system and robust tools that help the company to not only better serve its clients' customers and members, but also extend a technology advantage to those institutions.”

AnyHour has selected KIVA’s Respect 7 unified Contact Center solution to more seamlessly and “transparently” function as an extension to a clients’ call center team. This helps it to offer a memorable experience for customers and members during every interaction continuously.

KIVA’s contact center application is based on a flexible and highly scalable Microsoft .NET (News - Alert) platform, which is expected to automate processes and streamline integration requirements between all its internal systems and the clients’ core processing systems.

The KIVA software will be leveraged to resolve customer/member inquiries on first contact besides being able to provide real-time reporting on “after-hours” and overflow call center activity to its client institutions, said officials.

AnyHour will have the ability to automatically route transaction details, requests for information, cross-sell opportunities and other follow-up activities with this solution to its client institutions’ core systems.

Steven Holmes, vice president, strategic development, AnyHour Solutions, said, “Community institutions are skeptical about someone else’s ability to serve their valued customers and members as well as they can – and with good reason. We take great pride in the high caliber of contact center support we’ve been providing for almost 20 years.”

Also, KIVA’s solution will allow outsourced services provider present all data to clients in a user-friendly dashboard view. AnyHour’s advanced reporting and dashboard capabilities enable institutions to receive insights into each interaction in order to service all demands optimally.

“We’re particularly excited about this deployment because KIVA’s unified Contact Center solution enables our agents to have more personalized interactions with our clients’ customers or members and be as responsive to them as the institutions are themselves,” said Steven Holmes, vice president, strategic development, AnyHour Solutions. “They are being served so well that they don't realize they aren’t speaking directly with their institution.”

AnyHour Solutions announced an agreement with RTN Federal Credit Union of Waltham, Massachusetts, to offer a full suite of 24/7 contact center services in early 2011.

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