Client Overview - Altura Credit Union
Altura Credit Union is a Financial Institution supporting over 34,000 Members across the Wicklow/Wexford region. Their vision is to build lifelong relationships, one member at a time and deliver a diversified and member centric product offering through modern digitally enabled channels while retaining their socio-economic and co-operative orientation.
Growing through mergers and with the growth in demand for more active members support on a daily basis, Altura Credit Union were forced to go to market to find a Fully Hosted Cloud UC Solution that would meet their needs.
As a high-volume credit union, Altura Credit Union's ability to connect with their members clearly and without interruption is paramount. The Zoom Contact Centre, implemented and managed by Phone Pulse, serves as their robust communications backbone. This platform provides the specific functionality required to handle their high volume of member interactions across their network.
The Challenge
Altura Credit Union needed to modernise their member services infrastructure to better serve their growing membership base. Their legacy phone system was limiting their ability to:
- Provide consistent member experience across multiple communication channels
- Gain meaningful insights into member interactions and service quality
- Effectively monitor and improve agent performance across all member contacts
- Scale their operations efficiently while maintaining high service standards
Altura Credit Union went to market in search of a highly flexible UC Solution, and preferred a Fully Hosted option, to cater for their expanding organisation and also to cater for Hybrid working.
Why Altura Chose Phone Pulse Solution
Understanding the critical need for a more flexible and efficient communication system, Altura CU sought out a solution that could adapt to their dynamic work environment.
They partnered with Phone Pulse, an industry-defining leader in telecommunications, due to their proven expertise in delivering cloud communications solutions within regulated financial services environments.
With deep experience implementing Zoom Phone and Zoom Contact Centre for credit unions, Phone Pulse worked closely with Altura to design a solution tailored to their unique operational model, member service standards, and compliance requirements.
“Phone Pulse shares our commitment to innovation, member focused service, and operational excellence. Their proven experience delivering Zoom solutions within the credit union sector played a significant role in our decision."
Pat Kavanagh, Head of ICT - Altura Credit Union
The Goals of the New System
Deliver Consistent, High Quality Member Experiences:
Ensure every member interaction, across all channels, meet defined service standards
Gain Full Visibility Across All Member Interactions:
Move beyond limited call sampling to achieve complete oversight of service quality, performance, and member sentiment.
Leverage AI to Enhance Quality and Compliance:
Introduce intelligent automation to support quality assurance, reduce manual processes, and ensure consistent evaluation across 100% of interactions.
Improve Operational Efficiency and Responsiveness:
Reduce wait times, improve first-contact resolution, and optimise resource allocation through real-time insights and intelligent routing.
Build a Scalable, Future-Ready Infrastructure:
Implement a cloud-based solution capable of supporting growth, new service channels, and increasing member demand without disruption
The Solution:
Phone Pulse implemented Zoom Phone and Zoom Contact Centre, enabling Altura Credit Union to transform their member services operations with Omnichannel Communication.
The platform now handles both voice and email channels, providing seamless member interactions across their preferred methods of contact.
This unified approach ensures no member inquiry goes unanswered, regardless of how they choose to reach out.
AI-Powered Quality Management:
Altura Credit Union leverages Zoom's AI Companion to revolutionise their quality assurance process. Using custom-built scorecards tailored to their specific service standards, the AI automatically scores 100% of all calls handled in the Member Services Centre. This comprehensive approach replaced the traditional method of sampling only a small percentage of calls, providing complete visibility into service delivery.
Advanced Analytics:
The platform delivers integrated analytics across both voice and email channels, giving management unprecedented insight into:
- Member sentiment and satisfaction trends
- Agent performance across all interaction types
- Call handling efficiency and queue management
- Member experience patterns that were previously invisible
The Result:
The implementation of Zoom Contact Centre has delivered tangible benefits to Altura Credit Union:
- Complete Quality Coverage: 100% of member interactions are now automatically scored and analyzed, compared to the 5-10% sampling possible with their legacy system
- Enhanced Member Experience Insights: The AI Quality Management module has revealed member experience patterns and opportunities for improvement that were previously undetectable
- Improved Operational Efficiency: Real-time analytics and intelligent routing have reduced member wait times and improved first-contact resolution rates
- Scalable Infrastructure: The cloud-based platform allows Altura to confidently scale their operations to meet growing member demand without communication constraints
Phone Pulse as a Zoom Platinum Partner, fully managed the Zoom Phone and Contact Centre deployment, along with comprehensive training for all end users. Phone Pulse also provided full SIP carrier services, being a fully licensed and approved Zoom carrier. Entirely managed by Phone Pulse, Altura Credit Union’s migration to Zoom Contact Centre was seamless.
"Zoom Contact Centre, with Phone Pulse as the provider, is the ideal solution."
★★★★★
"As a high-volume credit union, maintaining seamless member communication is essential to our operations.
The Zoom Contact Centre, implemented and managed by Phone Pulse, has become our communications foundation, delivering the omnichannel capabilities we need to handle numerous member interactions efficiently.
The platform's intuitive interface, real-time analytics, and intelligent routing have significantly improved our response times and member satisfaction.
Phone Pulse has proven to be a true strategic partner, providing expert management that allows us to focus on serving our members while they ensure our communication systems remain secure, reliable, and scalable. Their proactive monitoring and technical support have eliminated downtime concerns, giving us confidence that our members can always reach us when needed.
With Zoom Contact Centre's cloud-based flexibility, we've been able to adapt quickly to changing demands and support our growth strategy without communication constraints. The integration capabilities with our existing systems have streamlined our workflows and enhanced our agents' ability to deliver personalized service."
Pat Kavanagh, Head of ICT - Altura Credit Union
