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Article Excerpt
Employees at Washington State Employees Credit Union (WSECU) understand that handling every call smoothly and effectively every day is vital to WSECU's success as a member-owned financial cooperative. Across its 19 statewide branches, WSECU receives more than 180,000 calls a month, and boasts a membership of more than 150,000 with $1.4 billion in assets. Faced with further growth and new business initiatives to provide members with remote, real-time access to transactions, and to deliver high-tech, high-touch member service, Tony Hildesheim, vice president of IT at WSECU, realized the credit union's need for a state-of-the-art unified communications (UC) system.
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"Our previous phone system consisted of a patchwork of independent branch systems that was becoming unreliable, antiquated and unable to adapt to new technology," Hildesheim explains. "This meant that employees had to learn how to use the phone system from one branch to the next. Additionally, upgrades could not be rolled out to every branch, and supporting the network was time-consuming and costly. To improve internal and external member services and flexibility, we required a unified system that would offer redundancy for business resumption...
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