Case Study: North Shore Credit Union achieves enhanced member self-service and call centre flexibility with Enghouse Interactive’s Syntellect Communications Portal (SCP)

North Shore Credit Union Implements an IVR Solution to Support Member Self-Service

North Shore Credit Union (NSCU), which serves 40,000 members in British Columbia, relied on its call centre for both inbound and outbound member transactions and outreach. As NSCU moved to a new banking system, it needed an IVR that would meet current requirements and allow expansion of functionality; the credit union selected Enghouse Interactive’s Syntellect Communications Portal (SCP) as its IVR platform.

Enghouse Interactive implemented SCP, a standards-based IVR solution that integrates with NSCU’s new Temenos banking software so the credit union can leverage that investment. The deployment enabled member self-service and supported outbound campaigns and surveys while giving NSCU flexibility to scale and add functionality as the business evolves (the case did not provide specific quantitative metrics).

North Shore Credit Union

Fred Cook

Chief Information Officer