Case Study: Campus USA Credit Union achieves faster expansion and improved service levels with Genesys PureConnect

All-in-one contact center suite helps credit union expand

Campus USA Credit Union, a Gainesville, FL financial institution serving over 70,000 members, needed to replace an expiring Avaya TDM contact-center system to speed branch rollouts, bring maintenance and customizations in-house, and add multichannel capabilities like email management, recording and reporting. The credit union also sought a vendor responsive to the needs of a smaller organization and wanted a VoIP-based, open-architecture solution to reduce wiring and hardware complexity.

They selected Genesys PureConnect, deploying a standards-based IP communications suite with multimedia queuing, unified messaging, recording/quality management, and hosted disaster recovery. The system now supports ~100 branch reps and 20 contact-center agents handling 165,000+ interactions annually, delivering average speed-to-answer under 25 seconds, a 2.1% abandon rate, and sub-5-minute email response times; IP-based moves and changes cut provisioning time in half, enabling the addition of 50–100 users without extra IT staff.

Campus USA

Jennifer Willis

Contact Center Branch Manager