Giving Illawarra Credit Union the ability to make real-time decisions and gain valuable insights on their customer experience.
When Illawarra Credit Union decided to move their on-premise contact centre to the cloud, they chose Amazon Connect as the platform for their contact centre.
While the basic functionality of the platform was a vast improvement on their traditional, on-premise contact centre, they were keen to innovate further to gain Deep, rich analytics, customised dashboards, integration with new data sources such as their core banking system, and end-to-end enhancements of their entire Customer Experience. Illawarra credit union realised they didn’t possess the in-house expertise to deliver the advanced functionality or agent desktop needed to drive the efficiencies the technology platform was capable of.
It was clear they needed to partner with a service provider with a proven track record of large-scale, tailoer builds in a highly secure environment to deliver on the cloud transition project requirements.
Given the high levels of compliance needed to operate within the financial services industry, the project presented a number of industry niche requirements in order to meet the necessary specifications.
Major pain points prior to implementation:
CloudWave implemented NEON and CONCIERGE contact centre products, deployed as a managed service. The solution enabled Illawarra Credit Union to;
“They really took the time to understand our business. We really had a couple of them come down and spend the whole day with us, really spending some time with that customer service team, understanding why our customers were calling us and what that led to with a tailored solution that really fit our needs.”
With their new CloudWave solution Illawarra has seen the below benefits.
Illawarra Credit Union continue to fulfil their promise of investing in better products and services. The next phase of this project will see the implementation of CloudWave CONCIERGE and ID presentation which will provide intent of call information to intelligently deflect interactions to the most efficient ICU service or person providing a much better end-to-end customer experience.
CloudWave is an AWS Service Delivery Partner and an Advanced Tier Services Partner, reflecting our deep expertise in providing cloud-based solutions and services on the AWS platform.
We have proven our ability to consistently deliver AWS services to our clients across multiple industry's and geographies, always striving to unlock the incredible power of AWS for our clients.
Let us show you the future of contact centres