America’s Credit Union

Improves member services and agent performance

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 Genesys 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

Challenges

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

Product

Genesys PureConnect

Solutions

Read the customer story

“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, America's Credit Union

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.