Case Study: Navy Federal Credit Union achieves improved collections management and agent productivity with Alvaria

Navy Federal Credit Union - Customer Case Study

Navy Federal Credit Union, the world’s largest credit union serving 2.6 million members, faced limited functionality and poor support from its outbound dialing system while managing collections across 109 branches and 350 contact center stations. Seeking better performance and reporting, the credit union ran an RFP and selected a replacement to support its growing infrastructure and improve agent productivity.

Navy Federal implemented the Noble Enterprise Solution, gaining outbound predictive and blended inbound capabilities, Preview Dial, agent monitoring (Listen/Coach/Barge), robust real-time and Excel reporting, and integration with existing Avaya and recording systems. With Noble’s training and 24/7 support, the credit union achieved clearer program visibility, improved call quality and agent coaching, reduced downtime, and more efficient management of collections operations.

Navy Federal Credit Union

Thomas Greek

Manager of Collections