PSCU Optimizes Contact Center Experience for Credit Union Members and Agents
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- U-Assist
- U-Analyze
- U-Self Serve
Tech Stack
- Low-code/no-code platform
- Avaya-based contact center software
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Cost Savings
- Productivity Improvements
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
PSCU is the largest credit union service organization in the United States, serving over 2,400 financial institutions. With a workforce of more than 3,400 employees, PSCU handles approximately 7.7 billion unique transactions annually. The organization has been instrumental in saving credit unions over $530 million in potential fraud. As a service provider, PSCU is committed to optimizing the contact center experience for both credit union members and agents. The organization faced the challenge of simplifying the navigation of multiple banking systems and a massive knowledge base used by its credit unions. To address this, PSCU sought a solution that would surface best practices for each credit union and provide relevant account service or card program information within a guided workflow. The goal was to reduce average handle time, hold times, and agent training and onboarding times, ultimately enhancing customer satisfaction and operational efficiency.
The Challenge
One of the challenges of serving more than 2,400 credit unions is dealing with multiple banking systems—and the processes and requirements that vary for each financial institution. Not only did PSCU’s customer operations team need to know how to navigate best practices for each credit union, but they also had to search the knowledge base to find the appropriate information for the account service or card member program they were helping with—all while the customer was on the line. As expected, this cumbersome process was producing high average handle times and long holds—two major customer satisfaction hurdles. It was also inflating training times, with new agents taking four to six months to get up to speed. Once fully onboarded, agents had to grapple with multiple applications and a knowledge base bloated with the myriad processes and best practices required of each program. This complexity was fueling high agent attrition and making it difficult to retain talented contact center staff. To scale growth and achieve economies of scale, the PSCU board led the strategic initiative to find a solution that would unify access to all the different banking systems, as well as provide customer data and workflows in a single window. Not only would this enable agents to handle queries without having to open multiple login screens, but it would also ensure compliance with customer best practices and industry regulations.
The Solution
After considering several options, including customer relationship management (CRM) systems and unified desktop solutions, PSCU decided to partner with Uniphore. Their motivation was twofold. First, PSCU identified with Uniphore’s customer-first philosophy: be authentic on what can and can’t be done; don’t overpromise during the sales cycle; and build trust from the start. Second, PSCU saw what the technology was capable of and how easily it would integrate with their existing Avaya-based contact center software. Using Uniphore’s low-code/no-code platform, they could build and maintain guided workflows with ease and eliminate the problematic knowledge base from the desktop. The solution involved the implementation of a unified agent desktop utilizing the core capabilities of U-Assist. This solution consolidated the patchwork of disparate systems into a single window and automated workflow processes, eliminating the need for the organization’s highly complicated knowledge base. As a result, PSCU was able to drastically reduce average handle time (AHT), hold times, and agent training and onboarding times. The unified agent desktop capabilities built into U-Assist allowed PSCU to consolidate over 500 banking applications into a single window while maintaining the integrity of each credit union’s processes and best practices. Furthermore, the industry leader was able to create guided workflows for more than 100 service requests, ensuring agents know what to say while automatically surfacing relevant procedural information for card and member services.
Operational Impact
Quantitative Benefit
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