As part of an ongoing series of improvements to our member communications, Amplify will be launching a brand-new phone system for our members on Tuesday, April 8. This new system will replace the standard menu structure for a more responsive member experience. You can learn more about our new phone system below.
Key Takeaways:
- Amplify will launch our new phone system on Tuesday, April 8.
- This new system combines responsive logic and scripted responses to provide more direct answers to member questions.
- This new system will not replace human support. Our team will remain available during normal business hours.
- Our phone number will remain (512) 836-5901 or (800) 237-5087.
What is Amplify’s new phone system?
Amplify has partnered with Glia Technologies, Inc., to provide a unified communication platform for our members. Glia is an award-winning technology company that focuses on call center solutions for financial institutions.
How does our new phone system work?
Say goodbye to menus: Amplify’s new phone system combines responsive logic and scripted responses to help our members get more timely phone support. Our support team has pre-scripted responses for a variety of member needs — including common questions about banking, borrowing, and utilizing online banking.
Here’s an example of a standard member interaction:
- John calls the main Amplify number with a question about his account.
- John describes his issue in a few simple words. For example, John recently moved and needs to update his address, so he says, “I need to change my address.”
- Our phone system will provide John with information on how to update his address, including the steps required to make changes in online banking.
- If John prefers to talk to an Amplify representative, he can choose to do so at any time — even at the beginning of the call.
In summary: our new phone system will allow our members to quickly navigate our system to connect with the right information or the right department at Amplify.
Does our phone system use generative AI?
At launch, none of our phone system responses use generative AI. Each of the responses have been scripted by the Amplify team based on common questions or concerns from our members.
Will human support still be available?
Yes. Amplify has no interest in removing one-on-one support for our members. Our new phone system is not designed to replace human interactions, but rather, to simplify our phone tree process and better support members who may not need to speak with an Amplify representative to have their question answered.
What hours will the phone system be available?
While our new phone system will be live 24/7, our contact center hours will remain Monday through Friday, 8:30 AM to 5:30 PM CT, and Saturdays between 9:00 AM and 2:00 PM CT. Phone calls received outside of these hours will not be able to connect with an Amplify representative but can still benefit from our scripted phone system responses.
What if I need fraud support?
No matter our contact center hours, Amplify members will receive 24/7 fraud support from our debit and credit card partners. Here are the numbers below:
- Consumer debit card support: (855) 943-4294
- Business debit card support: (855) 943-4294
- Consumer credit card support: (800) 558-3424
- Business credit card support: (866) 552-8855
Remember: if you believe you have been the victim of debit or credit card fraud, please contact the appropriate support team as soon as possible. You can also download our mobile card control app to easily freeze your debit card at a moment’s notice.
Is phone banking still available?
Our new phone system will provide you with a few direct options, such as checking balances or reviewing previous transactions. To learn more, visit our help center article on phone banking.