Case Study: a credit union boosts member experience with NovelVox CXInfinity

Transforming Credit Union Contact Center into a Member Experience Center

Credit Union partnered with NovelVox after struggling to manage member requests across multiple channels, route conversations to the right agents, and deliver timely responses outside business hours. The credit union wanted to modernize its contact center into an omnichannel member experience center and support chat, social, and self-service interactions more effectively.

NovelVox implemented CXInfinity, its AI-driven omnichannel customer experience platform, and integrated it with the credit union’s Symitar system, knowledge base, and agent desktop. The solution enabled members to connect via Facebook, WhatsApp, email, and text while InfiBot handled repetitive inquiries and agents worked from a single unified screen. NovelVox reported outcomes including 70% higher agent productivity, 30% higher member retention, 45% more satisfied members, 30% fewer tickets, and 40% more conversation handling.