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Modernizing Customer Engagement for a Financial Institution Moving Beyond Legacy Systems

Client Overview

  • Industry: Financial Services (Credit Union)
  • Organization Size: 200 users
  • Project Scope: CCaas
  • Industry: Financial Services (Credit Union)
  • Organization Size: 200 users
  • Project Scope: CCaas
  • Stakeholders: CIO

The Challenge

A financial institution operating aging, on-premise contact center technology faced growing limitations in functionality, scalability, integrations, and security. The existing platform constrained customer engagement options and lacked the advanced capabilities required to support communications preferences of high-value customers.

Rather than pursue incremental upgrades, leadership sought to leapfrog its technology stack—moving directly to a modern cloud contact center platform that could support future growth, richer customer interactions, and tighter integration with core systems.

Norstar’s Advisory Role

Norstar partnered with the CIO to guide a comprehensive, vendor-neutral evaluation process designed to identify the best long-term platform fit.

Key advisory contributions included:

  • Assessment of current-state limitations and future customer engagement objectives
  • Development and facilitation of a formal review process across multiple cloud contact center providers
  • Evaluation of platform capabilities against critical requirements, including:
    • Core system integration
    • Digital engagement channels such as chat, email, SMS, and intelligent virtual assistants (IVA)
    • Advanced analytics and reporting
    • Advanced AI for end-user authentication, automated financial transactions, and automation of routine balance inquiries and administrative transactions.
  • Side-by-side comparison of providers to balance integration depth, functionality, and scalability
  • Advisory support to ensure the selected platform aligned to both immediate needs and long-term CX strategy

The Outcome

  • Successful transition from an aging on-premise contact center to a modern cloud-based platform
  • Expanded customer engagement capabilities across voice and digital channels
  • Improved integration with core financial systems
  • A future-ready contact center architecture positioned for growth and innovation
  • Clear alignment between technology capabilities and the institution’s service strategy
  • Delivered advanced applications at 21% below budgeted project costs

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