Case Study: APCO Employees Credit Union achieves seamless, unified member service across 20 branches with Fiserv ConvergeIT VoIP

APCO Enhances Communications to Provide Seamless Member Services

APCO Employees Credit Union, which serves Alabama Power Company employees from 20 branches, struggled with fragmented telephone systems that operated independently and were not linked to account data, leaving the credit union without call-account linking, reporting or analytics and undermining member service. To solve this, APCO engaged Fiserv to deploy Sentry Unified Communications: ConvergeIT VoIP.

Fiserv implemented ConvergeIT VoIP across all 20 branches, integrating the phone system with account-processing to enable call-to-account linking, centralized reporting, call analytics, mobile answering and business continuity features. The deployment unified branch operations, improved member experience and operational efficiency—providing a connected phone system across all branches, integrated account data, actionable call analytics and uninterrupted member support (including through the COVID-19 pandemic).

APCO Employees Credit Union

Angela Wright

IT Manager