Established in 1936, Arizona Federal Credit Union (Arizona Federal) has expanded from 50 members with an average account balance of five dollars to a cooperative of 120,000 members with 15 branch locations. Arizona Federal, which offers a growing range of financial services, is among the largest credit unions and is a leader in digital offerings to its members.
Arizona Federal originally adopted Encore in 2006 to record all customer service calls in their contact center for quality assurance. At that time, agents were receiving approximately 90,000 calls per month. Over the past ten years, business has changed. With the increased popularity of online banking and the popularity of mobile technology, calls have decreased, but conversations have become longer and more complex.
“We stay with DVSAnalytics because of their evident commitment to us as their customer, ongoing improvements in Encore, and their willingness to add features that meet their customers’ needs. Most importantly, DVSAnalytics remains current with their technology partners to ensure compatibility and ease of transition from one upgrade to the next”, recalls Cathy Roelle, Vice President of Teleservices.