Case Study: State Employees’ Credit Union achieves a better member experience with NICE Systems

SECU partnered with NiCE and Value Realization Services to replace its legacy contact center, enhancing efficiency, agent engagement, and the overall member experience

State Employees’ Credit Union (SECU), a large North Carolina credit union serving more than 2.8 million members, needed to improve a fragmented member experience, boost operational efficiency, and better manage agent performance as call volumes grew. It turned to NICE Systems and its NICE CXone Mpower platform, along with workforce management tools, to create a more centralized and scalable contact center.

NICE Systems implemented a multi-phase migration to CXone Mpower with omnichannel routing, WFM, and Employee Engagement Manager, supported by Value Realization Services for planning, training, and optimization. The results included a 50% improvement in service levels, a reduction in average wait time from 300 seconds to under 60 seconds, 20% fewer call transfers, 7% lower hold times, 10% higher occupancy, 94% member satisfaction, and 111,000 hours removed from manual admin effort.

State Employees’ Credit Union

Jared Benesh

Member Experience