How Maps CU modernized its contact center
Maps CU has been serving its community for more than 75 years. The not-for-profit credit union’s teams take the company mission— “Every Member Benefits”—seriously, orienting operations around the goal of improving the financial position of all members. As part of that, its contact center and electronic services teams are always striving for efficiency as they help members achieve their financial goals.Before adopting NICE, however, Maps CU’s contact center faced numerous challenges due to outdated technology that hampered its ability to deliver optimal service. Limitations included an inadequate telephony infrastructure, a lack of call recording and inefficient post-call processes. These issues prevented supervisors from conducting thorough quality reviews, limiting their ability to identify and act on opportunities to improve member satisfaction and service delivery.Maps CU turned to the NICE platform, deploying Interaction Analytics (IA) to drive business outcomes from all member interactions, Enlighten AI for CSAT to uncover objective insights on agent behaviors that influence customer satisfaction on every interaction, and Enlighten AutoSummary to enable fast, accurate generative AI-powered summaries for every interaction. The integrated CXone Mpower platform also brought together the powerful features included in Interaction Recording, Quality Management, and Feedback Management solutions.Results: Improved efficiency and member satisfaction
The impact of the new AI-driven tools was immediate and profound for the credit union. Interaction Analytics provided real-time insights into potential fraud and enabled better staffing decisions, while Enlighten AI for CSAT gave agents immediate feedback on their performance, ensuring consistent service delivery. AutoSummary reduced the need for manual notetaking, reducing average handle time and after-call work.“AutoSummary was a game changer in that it has drastically reduced after call work time from 2 to 3 minutes per call down to 20 to 30 seconds,” said Michelle Seymour, VP of Contact Center and E-Services at Maps CU. “Agents just think it's the coolest thing they've seen, because it's amazingly accurate. If your organization is requiring your agents to manually note in any way, this is a hundred percent a no-brainer.”“AutoSummary was a game changer in that it has drastically reduced after call work time from 2 to 3 minutes per call down to 20 to 30 seconds”
Michelle SeymourMaps CU
- A 21.6% increase in handled calls per agent per hour
- Over 4,000 calls per month resolved via IVR or self-service
- A 4% reduction in call abandonment rates