North Shore Credit Union Implements an IVR Solution to Support Member Self-Service

North Shore Credit Union (NSCU) serves 40,000 members in British Columbia, Canada. A critical customer access point, NSCU’s Call Centre is used for both in-bound and out-bound calls. Customers can call in to originate virtually any transaction, completing many over the telephone, while others are forwarded to the appropriate branch for final processing. Additionally, call centre agents make outbound calls to facilitate upcoming renewals, remind members of upcoming events, or support segmented call and survey campaigns.

“Since we were moving to a new banking system, we took the opportunity to find an IVR system that would not only meet our current needs, but also give us the option to expand functionality as our business model evolved,”

- Fred Cook, NSCU’s chief information officer

North Shore Credit Union selected Syntellect Communications Portal (SCP) for their IVR platform. With comprehensive support for industry standards, SCP enables NSCU to leverage its investment in Temenos banking software while also offering flexibility for future business growth.

Learn how North Shore Credit Union partnered with Syntellect by viewing the complete North Shore Credit Union case study now.