Case Study: FORUM Credit Union achieves 20% cost savings and improved customer service with Genesys PureConnect

All-in-one communications solution replaces disjointed infrastructure at credit union

FORUM Credit Union, an Indiana-based financial cooperative serving more than 100,000 members across 12 branches, faced a fragmented, hardware-heavy contact center made up of four vendors (Avaya, Mercom, Maxxar and LivePerson). With an expiring Avaya lease and a closed system that blocked features like outbound dialing, screen-pops and cost-effective customization, the credit union needed a single, open platform it could manage and extend in-house.

FORUM selected Genesys PureConnect as an all-in-one, software-based contact center to replace multiple vendors and consolidate IVR, outbound/blended dialing, recording, web chat, unified messaging and more. The implementation enabled custom, speech-enabled IVR and CRM integrations (including their FOCUS MRM), supported remote agents, and extended unified communications to ~300 users. Results included a 20% annual reduction in maintenance costs, faster, more informed agent interactions, higher member satisfaction (93% satisfied/extremely satisfied in a recent survey) and reduced vendor management overhead.

FORUM Credit Union

Cameron Piercefield

Vice President of Technology