As a long-time user of Genesys contact center and telephony solutions, America’s Credit Union (ACU) was already sold on its unified architecture. “There’s no other product like it that’s built from the ground up for the contact center,” said Dylan Mathews, Director of IT for ACU.” The PureConnect single-platform architecture eliminates the cost and complexity associated with products based on acquisitions and loose integrations. Plus, it has a broad range of functionality that makes it easier for our agents to do their jobs.”

However, with a growing dispersed and mobile member base within ACU, and the desire to continually improve service, the company deployed additional PureConnect capabilities.

Benefits

  • Scalability and reliability increased with architectural improvements
  • Simplified system changes as well as monitoring and reporting processes with enhanced configuration

“PureConnect has had a dramatic effect by reducing the number of steps required to deploy a new phone—from about 10 steps to just three. This has saved us both time and money.”

Dylan Matthews, Director of IT

Challenges

  • Collect feedback about contact center performance and closely monitor agent interactions to improve the calling experience for credit union members