News : Partner Colorado Credit Union Improves Member Experience with Enghouse Interactive
Phoenix, AZ, USA, March 27, 2018 -- Enghouse Interactive, a developer of a portfolio of contact center software and services, announced its latest success story, Partner Colorado Credit Union. This success further demonstrates its ability to deliver effective customer communications for credit unions across the US. Partner Colorado, a member-owned not-for-profit cooperative, serving members throughout the Denver metro area.
Credit unions face unprecedented challenges today not only from banks but also from state and national trade associations that are aggressively campaigning against the member-first institutions. Faced with such daunting challenges, credit unions must leverage advanced customer interaction solutions to enable seamless, consistent experiences for members on any device or communications medium.
Like many financial institutions, Partner Colorado was hamstrung by legacy contact center technology that hindered its ability to collaborate with internal and external stakeholders. The incumbent platform’s impact on service levels was evident, and its inherent obsolescence monopolized the time of internal IT who were inundated with daily requests for support, and the need to develop "workarounds" for problems – just to maintain daily operations.
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Recognizing the need for change, the credit union sought a single solution that could boost operational efficiency, improve service, and deepen member relationships. Not only did Enghouse Interactive’s portfolio check each of these boxes, the contact center provider also provided the expertise and support to make a meaningful impact on Partner Colorado’s bottom line.
"Enghouse Interactive has exceeded all of our expectations on every level," said Carol Wadleigh, Chief Information Officer at Partner Colorado. "I cannot express how much the relationship with the Enghouse team enhances the engagement. The level of service and attention is exceptional, which combined with contact center technology that lives up to its reputation, has directly impacted our entire organization’s efficiency and performance."
"Our technology fits perfectly into Partner Colorado’s environment for a number of reasons," said Ernie Wallerstein, Enghouse Interactive President of Americas,. "Integration with Avaya IP office was a major factor, as well as CC’s omni-channel functionality. Additionally, the breadth and depth of our engineering and support teams delivered the added-value of tenured personnel."
"Today, vendors that are open to collaborating with their customers’ third-party vendors are the ones that add the most value to any contact center environment, particularly in the credit union space," continued Wallerstein. "Enghouse is constantly looking for new ways to embrace these ever-changing trends and empower credit unions with the tools to compete in a hyper-competitive market."
Posted by Veronica Silva Cusi, news correspondent
Source: Enghouse Interactive
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About Enghouse Interactive:
Enghouse Interactive’s integrated suite of solutions includes multi-channel contact center, self-service, attendant operator consoles and workforce optimization. This wide portfolio places us in the unique position to offer customers and partners a complete, fully featured solution from a single vendor. These solutions support the full range of deployment methods from premise-based to private, public or community cloud and even hybrid requirements.
Published: Wednesday, March 28, 2018
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