Case Study: Valley Strong Credit Union elevates member experience with Genesys Cloud

Valley Strong Credit Union shifts 40% of contact center interactions to AI with Genesys

Valley Strong Credit Union partnered with vendor Genesys to revolutionize its member experience. The financial institution faced the challenge of operating with a fragmented technology stack, utilizing 27 different programs, which hindered efficiency and personalization.

The solution implemented was the Genesys Cloud platform, integrated with Salesforce. This unified system leverages advanced AI to power self-service interactions. As a result, Valley Strong expects to shift 40% of contact center interactions to AI-powered self-service and boost both employee satisfaction and personalization. The consolidation onto the Genesys platform is a key part of their strategy for the coming years.

Valley Strong Credit Union