In this session, Justin Neu, Director of the Member Service Center at United Federal Credit Union (United FCU), will share how United FCU modernized its contact center with Genesys Cloud to build the foundation for AI-powered customer and employee experiences. Faced with an aging platform and a vision for omnichannel engagement, intelligent automation, and 24/7 self-service, United FCU embarked on a transformation designed not only to improve operations today, but to accelerate innovation for the future.

You’ll learn how United FCU:

• Successfully navigated change while preparing for advanced AI capabilities, including intelligent routing, workforce optimization, conversational AI, and voice automation
• Prioritized change readiness and adoption
• Realized early business outcomes —including reduced handle times, improved routing accuracy, and greater operational visibility.

Attendees will gain practical insights into how to modernize their contact center, drive AI readiness across the organization, and create a roadmap for delivering smarter, more personalized customer experiences.

During this live forum you’ll be able to engage and ask questions. You are welcome to participate.