Case Study: HarborOne achieves $250K in annual savings and improved customer service with Alvaria

HarborOne - Customer Case Study

HarborOne Credit Union, a $1.8 billion institution and the largest state‑chartered community credit union in New England with multiple branches across the region, set out to modernize its communications to improve customer service and support growth. After upgrading its network and replacing a decade‑old Nortel phone system, the credit union still needed a contact center that supported presence/IM, skills‑based routing, deep reporting, virtualization and seamless integration with Microsoft Lync.

HarborOne deployed Aspect’s Seamless Customer Service powered by Aspect Unified IP and integrated it with Microsoft Lync, adding Ask an Expert, a Unified Agent Desktop, real‑time reporting and multichannel handling (voice, email, IM) with CRM screen pops. The implementation delivered measurable gains: about $150,000/year saved via SIP trunking, ~$100,000/year saved on travel through video/web conferencing, a 2–3% drop in missed calls, full contact center redundancy, improved staffing and analytics, and higher agent productivity and satisfaction.

HarborOne

Wayne Dunn

Chief Technology Officer