Case Study: Credit Canada Debt Solutions achieves a remote-ready hosted contact center and improved client support with Intermedia Contact Center

Nonprofit Credit Counseling Service Switches to a Hosted Contact Center Solution to Better Support Its Clients

Credit Canada Debt Solutions is a nonprofit credit counselling agency that helps about 70,000 people a year with debt consolidation, credit counselling and financial coaching. The organization relied heavily on an on‑premises call center for client communication, but aging hardware and the need for agents to work remotely—made urgent by the COVID‑19 pandemic—created service and management bottlenecks.

Credit Canada moved to Intermedia’s hosted Contact Center, an omnichannel, web‑based platform that lets agents work from anywhere with an internet connection and headset while managers monitor real‑time metrics, reassign queues, and coach staff remotely. Deployment required no on‑prem hardware, reporting and call visibility improved, SLAs were maintained, call quality stayed high, and managers reported better efficiency and control.

Credit Canada Debt Solutions

Keith Emery

Co-Chief Executive Officer