Case Study: Neighbors FCU achieves omnichannel, remote member service and operational efficiency with Fiserv LinkLive

Serving Members From Any Device, Anywhere

Neighbors FCU, the largest credit union in the Baton Rouge area with roughly $1 billion in assets and more than 75,000 members, sought to consolidate multiple vendors and products to simplify contact center operations while maintaining security and compliance. Rather than add another point solution, Neighbors FCU evaluated existing partners and chose Fiserv’s LinkLive contact center as a service (CCaaS) and hybrid communications capabilities (integrated via Fiserv’s Architect/AppMarket) to unify digital member interactions.

Fiserv implemented LinkLive to provide one desktop for voice, chat, text, secure email and video, with AI-enabled routing and integration to Neighbors FCU’s core systems. The change eliminated about 80% of desk phones, enabled secure remote work from mobile devices, and allowed AI to resolve roughly 30% of routine inquiries (with potential to reach ~60%), helping the credit union maintain and improve service levels with fewer staff and lower hardware costs.

Neighbors FCU

Steve Schexnayder

Neighbors FCU