Campus USA

All-in-one contact center solution helps Campus USA Credit Union expand

Campus USA Credit Union used Avaya for TDM-based switching at their inbound and outbound contact center in Florida. The credit union needed to roll out branch offices more quickly, and wanted the flexibility to bring maintenance and customizations in-house.

“Our Avaya contract was about to expire, so we thought it was a good time to look at other products,” said Mitch Wright, Senior Network Administrator at Campus USA Credit Union. “Open software architectures would enable us to adapt more quickly and cost-effectively to both internal growth and end-user requirements. We believed a VoIP-based system would best meet our requirements by eliminating things like voice cards and wiring, thus allowing us to get new users up and running instantly.”

Campus USA Credit Union reviewed VoIP systems from traditional telecom vendors, but ultimately chose the Genesys PureConnect™ standards-based IP communications solution.

Benefits

  • Speed-to-answer rates of less than 25 seconds per call
  • 2.1% abandon rate
  • Email response time under five minutes

Challenges

  • Replace existing Avaya system with a modern, multichannel interaction suite that includes email response management, recording, reporting and centralized administration

Genesys has proven that it’s receptive to our needs by creating things like a Credit Union User Group to better understand the requirements and priorities of our industry. Working hand-in-hand like that makes an already great offering unbeatable.

Jennifer Willis, Contact Center Branch Manager, Campus USA Credit Union

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