- Financial Services
- North America
- Midsize
- Premise
Weber State Credit Union
Weber State Credit Union’s existing phone system was at the end of life, and the platform was unable to accommodate growth. Adding agents or handsets required an expensive hardware and software upgrade, and the system had become impossible to manage in-house.
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At a Glance
An informal RFP was fielded to several organizations, but none had the expertise to deploy contact center reporting features, nor the experience to integrate the system with Weber State Credit Union’s financial platform and IVR capabilities.
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Goals
- Implement a scalable, automated solution with robust reporting that would support growth
- Needed a solution that would integrate with the organization’s customer service and financial services platform, Symitar™, plus support IVR capabilities and advanced contact center features
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Results
- Improved contact center reporting
- Better support for remote workers
- Ease of administration
- Ability to provide elevated member service
- Streamlined integration of Symitar and IVR applications
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