Credit Union 1 Streamlines Call Center Processes with Cloud-Based Communications Solutions
Multi-Branch Financial Institution Renews Partnership with a Single Cloud Platform Ensuring Optimal Customer Service
“If one call center location goes dark, we don’t have to rely on just one location, calls can bounce from one branch office to the next.”
Michael Hirt, VP Information Systems
Credit Union 1
“It’s easy to scale up for intermittent heavy call flows and then back down as Evolve IP’s call center dashboard delivers queue statistics and thresholds in real-time to a variety of devices.”
Michael Hirt, VP Information Systems
Credit Union 1
“There is no learning curve to worry about for IT – we can simply call Evolve IP and they handle the legwork. Evolve has all of the expertise, which means that there is no internal burden.”
Michael Hirt, VP Information Systems
Credit Union 1
The Challenge
Credit Union 1 was using multiple disparate phone systems across 26 branches, which was a burden for the small IT department tasked with facilitating call center processes. The responsibility for learning these varied and antiquated systems impacted the overall effectiveness of the call center across the branches.
The Solution
Evolve IP’s OneCloud™ offerings include a cloud-based communications system that facilitates a dispersed call center. Partnering with Evolve has lessened the burden on Credit Union 1’s IT department, improved member services by ensuring that the call center is always accessible and reduced costs.
Overview
Credit Union 1 sought a simplified solution to replace their various phone systems and facilitate effective cross-branch communications. Evolve IP’s simplified interface takes the technical responsibilities away from the IT team, thus solidifying disaster recovery capabilities and connecting all facets of this organization like never before.
Customer Profile
Credit Union 1 is a credit union based in Rantoul, Illinois. Its service area spans the Chicago metropolitan area, northern and central Illinois and the Indianapolis and Las Vegas metropolitan areas. CU1 serves 87,000 members throughout Illinois and Indiana, and roughly 15,000 members in Nevada.
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