As financial services providers, both Coast Capital in Canada and ECSI in the U.S. were designated “essential” during the coronavirus pandemic. Both companies leveraged NICE inContact CXone solutions to quickly transition agents to working from home, manage rising levels of calls and stay connected with customers during a time when they most needed support.
Advanced Chat and Cobrowse for ESCI (PDF) | Call Center Software
Students love chat. Agents love chat. Abandon rates and stress levels dropped. Productivity soared, and satisfaction rose on all fronts. That’s what ECSI, the nation’s largest student loan servicer, found when it moved to NICE inContact’s CX cloud CX platform and implemented its Advanced Chat for CXone, among other products.
With CXone, Coast Capital continues expansion against all odds
Had Coast Capital stayed with its old on-premises contact centre system, the emerging coronavirus pandemic would have derailed its plans to expand throughout Canada. But having moved to the CXone unified cloud platform, the credit union not only continued its expansion but also transitioned agents to working from home, enabling its Advice Centre to field increasingly high call volumes and improve efficiency and productivity.
Coast Capital keeps it personal when ensuring business continuity
Coast Capital Savings ensures business continuity, responds to citizens across Canada, grows workforce and ensures Agent safety and security as their highest priority – all while putting technology on the back burner.