Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
- Finance & Insurance
Services
- System Integration
About The Customer
Solarity Credit Union is a financial institution that offers a range of services, including digital home loans. These loans are primarily managed and completed by contact center agents, making their role crucial to the business's success. The credit union places a high emphasis on customer experience and efficient service delivery. Therefore, it was essential for them to have a system that allowed their agents to manage all customer interactions from a single platform. The integration of Vonage's Contact Center with Salesforce was a strategic move to enhance their service delivery and improve the overall customer experience.
The Challenge
Solarity Credit Union, a financial institution that heavily relies on digital home loans completed by contact center agents, was facing a significant challenge. The credit union needed its agents to complete every member interaction on a call from a single platform on a single screen. This requirement was crucial to ensure seamless communication and efficient service delivery. However, the existing system did not provide this level of integration, leading to disjointed customer interactions and potential inefficiencies in the service delivery process.
The Solution
To address this challenge, Solarity Credit Union turned to Vonage, a global business cloud communications leader. Vonage offered a solution in the form of its Contact Center, which is deeply integrated with Salesforce. This integration meant that Solarity's contact center agents could now have a 360-degree view of the customer, all from a single platform and screen. The Vonage Contact Center with Salesforce integration provided a unified platform that allowed agents to manage all customer interactions efficiently and effectively. This solution not only streamlined the process but also enhanced the overall customer experience.
Operational Impact
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