Case Study: Members 1st Credit Union achieves faster, safer member interactions with NovelVox

Members 1st Credit Union cuts AHT by 30% with NovelVox

Members 1st Credit Union faced a challenge where its commitment to exceptional member service was hindered by outdated and fragmented contact center processes. As membership grew, agents struggled with manual searches across multiple systems and clunky authentication methods, leading to high Average Handle Time (AHT), escalating operational costs, and an increased risk of fraud. They sought a solution from vendor NovelVox.

NovelVox implemented tailored contact center solutions, including ValidSoft Voice Biometrics integration, an Agent Accelerator, Symitar Jack Henry integration, contextual screen pops, and Genesys IVR/IVA integration. This suite of tools helped Members 1st significantly improve authentication and security while reducing AHT by 30%. The solution from NovelVox successfully lowered operational costs, reduced fraud risk, and improved the overall member experience.

Members 1st Credit Union