Weber State Credit Union

Weber State Credit Union’s existing phone system was at the end of life, and the platform was unable to accommodate growth. Adding agents or handsets required an expensive hardware and software upgrade, and the system had become impossible to manage in-house.

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An informal RFP was fielded to several organizations, but none had the expertise to deploy contact center reporting features, nor the experience to integrate the system with Weber State Credit Union’s financial platform and IVR capabilities.

“I’ve been involved in different telecom solutions at other institutions and I was very familiar with Cisco and Avaya, the old Nortel and NEC," said Ben Christensen, Vice President and Chief Information Officer. "I knew what functionality we were looking for and at what price point. As I started to dig deeper into Mitel and talk with different resources, I was sold."

Goals

Implement a scalable, automated solution with robust reporting that would support growth
Needed a solution that would integrate with the organization’s customer service and financial services platform, Symitar™, plus support IVR capabilities and advanced contact center features

Results

Improved contact center reporting
Better support for remote workers
Ease of administration
Ability to provide elevated member service
Streamlined integration of Symitar and IVR applications

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