Case Study: Partner Colorado Credit Union achieves enhanced member experience and operational efficiency with Enghouse Interactive

Partner Colorado Credit Union - Customer Case Study

Partner Colorado Credit Union, the 11th largest credit union in Colorado with 30,000+ members and assets of $348.41M, faced a legacy contact center that was isolated from the organization, dropped calls, couldn’t integrate with Avaya IP Office or its home-grown CRM, and left agents and managers without visibility into member interactions. Seeking an omni-channel, easy-to-use solution, Partner Colorado turned to Enghouse Interactive for a modern contact center platform.

Enghouse Interactive deployed Communications Center and the Quality Management Suite, integrating seamlessly with Avaya IP Office and the credit union’s CRM to deliver ScreenPop, presence, skills-based routing, call and screen recording, and a Service Level Dashboard. The result was faster agent onboarding, reduced call and hold times, 360-degree visibility into operations, improved collaboration across the organization, and richer reporting and quality management—measurable improvements that began immediately after the March 2017 go-live.

Partner Colorado Credit Union