Case Study: Top-20 US Credit Union achieves rapid problem resolution and 24x7 system stability with Avaya

A Top-20 US Credit Union Puts Customers at the Center of Everything They Do

A Top-20 U.S. credit union with about 500,000 members and fewer than 50 branches—supporting roughly 300 call-center agents—faces stiff competition from much larger banks and prioritizes a customer-first culture. After launching a new internet banking service, call volumes rose sharply and members reported incorrect recorded announcements and failing backups, stretching a modest IT staff and risking service consistency.

Avaya Support rapidly diagnosed the root causes—a Local Access Carrier issue and an internal server that hadn’t been rebooted in 900 days—then provided a software patch, reboot recommendations and proactive guidance. With 24x7 monitoring (Avaya EXPERT Systems), onsite and recovery services, problems were resolved quickly, system stability improved, automated diagnostics reduced overnight alarms, and the credit union’s IT team could focus on member service rather than firefighting.