Case Study: Maps Credit Union achieves a 21.6% increase in handled calls per agent and major self‑service gains with NICE Systems (CXone)

Modernizing the Member Experience on NICE CXone

Maps Credit Union, a member-owned financial cooperative in Salem, OR with 78,000 members and an 80-agent contact center, was held back by aging telephony and siloed operations across general services, loss prevention, and tenant screening. The legacy system lacked call recording, meaningful dashboards, flexible IVR and digital channels, limiting quality monitoring, authentication and self‑service options.

By deploying the NICE CXone suite (recording, analytics, quality and feedback management, AutoSummary and workforce management) Maps integrated its core member database, modernized IVR and enabled screen pops, callbacks and AI-driven insights. The overhaul delivered measurable gains: 21.6% more handled calls per agent/hour, a 35‑second reduction in average handle time, 90–94% less after‑call work, thousands of monthly calls deflected to self‑service or chat (2,500+ to chat; 4,000+ resolved in IVR/self‑service), a 4% drop in abandonment and improved CSAT and coaching visibility.

Maps Credit Union

Michelle Seymour

Assistant Vice President of Contact Center and E-Services