Case Study: Veridian Credit Union achieves smoother, more personalized member support with Webex by Cisco

Veridian Credit Union transforms member support with Webex Contact Center

Veridian Credit Union, a non-profit financial cooperative serving more than 300,000 members across all 50 states, needed to modernize its member contact center as call volumes grew and customer expectations changed. The credit union wanted a cloud-based platform that could scale, integrate with existing workflows, and support more personalized service, and chose Webex Contact Center from Webex by Cisco.

Webex by Cisco implemented Webex Contact Center along with tools like Flow Designer, Webex Calling, and Control Hub, enabling a smooth cloud migration and a more unified 360-degree view of member interactions. The new system helped Veridian deploy a voice bot that now handles 43% of calls, or more than 11,000 per month, and member satisfaction increased from 9.36 in 2023 to 9.41 in 2024.

Veridian Credit Union

Alan Stalnaker

Member Contact Center Manager