Case Study: America’s Credit Union achieves improved member service and agent performance with Genesys PureConnect

Credit union improves member services and agent performance

America’s Credit Union (ACU), a member-owned financial cooperative serving about 36,000 members, needed to improve service for a dispersed and mobile membership while handling large, unpredictable call spikes (more than 150% of average on peak days). Already using Genesys, ACU sought newer PureConnect capabilities to capture member feedback, monitor agent interactions, and keep service levels consistent during high-volume periods.

ACU deployed PureConnect customer surveys, call recording, quality management and unified communications with Genesys professional services, supporting 30 contact-center agents and 140 business users. The rollout delivered actionable survey insights, screen recordings that improved processes and training, and streamlined operations—reducing phone provisioning from about 10 steps to three—while increasing reliability, scalability and mobile access to unified messaging, resulting in better member service and improved agent performance.

America’s Credit Union

Dylan Mathews

Director of IT