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Spokane Teachers Credit Union

STCU serves 150,000 members and has 575 employees across 18 branches. Its basic telephony system was aging and the organization was looking for an upgrade that would enhance contact center functionality, offer more sophisticated reporting and provide a myriad of other modern telephony features.

After reviewing vendor proposals, STCU selected Mitel for several reasons. Based on previous experience with Mitel, STCU knew it could handle many of the administrative and maintenance tasks without costly third-party intervention. In addition, the Mitel VoIP system provided all new components, and its unified communications technology exceeded most current telephony standards.

“I have no doubt that the Mitel system has paid for itself,” said IT Operations Manager Greg Gallaway. “As a credit union, you want the most value with the least amount of effort. Mitel accomplishes that in a number of ways. I would definitely recommend Mitel.”

Goals
  • Implement an innovative, easily managed solution that would enable STCU to scale with growth 
  • Needed to upgrade contact center functionality 
  • Desire for a solution that allows STCU to improve member service, while providing members the most value for their money 
Results
  • Ability to create reports in-house 
  • Lower TCO 
  • Elevated member service 
  • Increased staff productivity 
  • Ability to manage a remote workforce with greater ease 

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