About Altura Credit Union
Sligo Credit Union is a Financial Institution supporting 26,000 Members across the Sligo region, and with the growth in demand for more active members support on a daily basis they were forced to go to market to find a Fully Hosted Cloud UC Solution that would meet their needs.
The Challenge
The legacy Cloud Solution had very Limited Real-time Call Analytics, and had no capacity for In-house Administration which was really needed on a frequent basis. Sligo 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.
Phone Pulse Solution
Phone Pulse proposed the Zoom Phone for business solution, and provided a Full Live Demo for the Management Team, and they were really impressed with the Brilliant feature set, especially the Advanced Capabilities of the Real Time Call Analytics Dashboards.
Altura CU had already invested in SIP Phone Hardware and this was a bonus as it was fully compatible with Zoom Phone, and Phone Pulse deployed the solution, with the help of the Internal IT Officer, who was really impressed with the Easy Administration window and the ease of setting up new users.
The Goals of the New System
Management needed to get full Transparency on Daily Phone Activities across all departments to help with the growth in demand for Members Services, and Zoom Contact Centre provided this with great ease and excellent Graphical representations of Call activity in Real time Dashboards along with automated Cradle to Grave reporting of Call Handling.
The Zoom Phone Application also needed to run inside Desktops and this also was handled with great ease providing excellent Call Quality, and flexibility, supporting users across the organisation.
The Solution:
The Zoom Contact Centre for Business Solution fully future proofs Altura Credit Union. They have the use of Zoom Contact Centre Agents to help with Multi Channel Communication, including Voice, Video, Email, Chat, SMS, and Whats App, Channels with Full Realtime Dashboard on Agent Engagement progress to help Supervisors manage the busy work load.
After Support and Service:
Phone Pulse as a Zoom Platinum Partner, fully managed the Zoom Phone deployment, along with comprehensive training for all end users. Phone Pulse also provided full carrier services, being a fully licensed and approved Zoom carrier. This entire management by the Phone Pulse Engineering Team made the migration to Zoom Contact Centre seamless for Altura Credit Union.
"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
