C1 today announced the successful transformation of member experience for Civic Credit Union (Civic) with the Genesys Cloud™ platform.
Civic initially relied on an outdated phone system that lacked the functionality and reporting capabilities essential for its rapid growth. With 11 branches, over 375 employees, and $7 billion in assets, Civic needed a scalable, future-ready communication platform to serve its customer base of local government employees effectively.
Blair Hansford, Unified Communications Manager at Civic, stated, “Our old system was holding us back. Without the ability to access actionable data, we were relying on guesswork to optimize customer service. We knew we needed to overhaul our systems, and partnering with C1 gave us the confidence to take that leap.”
Recognizing Civic’s unique requirements, C1 provided a consultative approach, guiding the credit union through the migration to Genesys Cloud. This comprehensive initiative included system deployment, customized feature selection, and in-depth training for Civic’s teams. The project was completed in only 8.5 months, with seamless system implementation on launch day. “The transition was so efficient,” Hansford remarked. “Within 45 minutes, we had fully moved to Genesys Cloud, and everything worked flawlessly.”
Following the deployment, Civic experienced a significant operational overhaul. Detailed performance tracking in areas like call handling times and customer hold times became possible, enabling data-driven decision-making and process improvements. Enhanced integrations with platforms like Salesforce provided agents with a unified workspace, while Omilia voice biometrics streamlined authentication processes, delivering faster and more secure member interactions.
“Suddenly, we weren’t guessing anymore,” Hansford explained. “We can measure and scale in ways that truly align with our members’ needs. Working with C1 gave us the tools and insights to do what we do best—serve our members.”
Elliot Olschwang, Chief Services Officer at C1, praised Civic’s foresight and commitment to innovation. “Civic’s dedication to elevating member experiences is genuinely commendable. They’ve embraced technology not just to modernize, but to better serve their community. We at C1 are proud to have partnered with a forward-thinking organization like Civic, supporting their strategic goals every step of the way.”