Case Study: a credit union transforms contact center operations with NovelVox

Credit Union streamlines omnichannel support with NovelVox, reducing hold times and agent overload

A credit union faced significant challenges in its contact center operations, struggling with a multichannel approach that resulted in long hold times for members and overworked agents. Simple queries consumed too much time, leaving little room for complex problem resolution. To address this, the credit union partnered with NovelVox and implemented its digital customer engagement platform, CXInfinity, along with an AI-powered chatbot.

NovelVox's solution provided a unified agent workspace and a 360-degree customer view, enabling agents to handle all communication channels from a single screen and deliver a personalized experience. The platform integrated seamlessly with the credit union's legacy systems. The deployment of an AI-driven chatbot effectively handled repetitive queries, allowing agents to focus on more complex issues. This transformation by NovelVox improved both member and agent experience significantly.

Credit Union