Case Study: Vibrant Credit Union achieves a stable, integrated contact center and improved member experience with Five9

Vibrant Customizes Member Experience with Five9 and Microsoft Teams

Vibrant Credit Union, founded in 1935 and serving more than 50,000 members nationwide, faced persistent contact center challenges including unreliable on‑prem and early cloud platforms, poor integration between contact center and unified communications, inaccurate reporting, and a degraded agent and member experience—exacerbated by downtime during video integrations and the shift to remote operations. These issues undermined confidence in metrics and service delivery, prompting Vibrant to seek a more stable, integrated solution.

Vibrant implemented Five9’s cloud contact center integrated with Microsoft Teams (inbound contact center, admin and supervisor consoles, digital engagement, UC integration and a dedicated TAM) in a phased rollout from July 2020 to June 2021. The result was greater stability and seamless front/back‑office collaboration via a consolidated directory, improved first‑call resolution and reduced average handle time, accurate reporting for KPI tracking, streamlined remote onboarding, and an overall better agent and member experience.

Vibrant Credit Union

Joanie Dean

Business Analyst II