- SECU achieves 94% member satisfaction with NiCE CXone Mpower, reducing call wait times from 300 to under 60 seconds.
- AI-driven platform boosts efficiency, with 90% staff participation in workforce self-service tools.
- Future plans include expanding AI capabilities like Autopilot and Voice Authentication to enhance services.
State Employees’ Credit Union (SECU), one of the largest credit unions in the U.S. serving over 2.8 million members, has successfully transformed its member experience and operations by adopting the AI-driven NiCE CXone Mpower platform. By moving to this cloud-native solution, SECU has not only streamlined its operations but also enhanced collaboration, resulting in improved service and efficiency.
SECU leveraged NiCE's comprehensive platform to address limitations of its legacy infrastructure, centralize service channels, optimize workforce management, and implement real-time tracking systems. With these improvements, SECU achieved a remarkable 94% member satisfaction rate and significantly cut member call wait times from 300 seconds to less than 60 seconds.
The implementation of NiCE's AI technology has been central to these efficiencies, enabling SECU to reduce manual administrative tasks by 20% and achieve a 90% agent participation rate in AI-assisted tools. The platform's scalability and user-friendly interface further empower SECU agents, enhancing productivity and responsiveness.
Looking to the future, SECU plans to deepen its use of NiCE's advanced AI and automation capabilities, such as Autopilot and Voice Authentication, to further improve both member and employee experiences. This foresight underscores SECU's commitment to leveraging cutting-edge solutions to enhance financial services.
NiCE (NICE, Financial) continues to innovate in the AI space, supporting businesses globally to transform customer experience and operational efficiency through their platforms. With more AI-powered features on the horizon, SECU is well-positioned for continued growth and member service enhancement.
