Southern Cross Credit Union (SCCU) has chosen Vonage Fusion to improve employee and customer experiences.
Vonage Fusion is an award-winning UCaaS and CCaaS solution designed to promote business growth and raise work efficiency, which the cloud communications provider believes will ‘transform business communications’ at SCCU.
Based in New South Wales, Australia, SCCU is a community-based organisation offering a range of banking products and services to its personal and business customers, including current and savings accounts, retirement planning, mobile and online banking, insurance, loans, and more.
Tara Armbruster, Customer Service Centre Manager, SCCU, provided the context behind its decision to adopt Vonage Fusion: “Over the past few years, we have experienced significant growth as a credit union, but, like everyone else, we were forced to adjust the way we do business when the pandemic hit. Consequently, our call centre became a much bigger focus.
“Our customers were accustomed to personalised service, so without the possibility of face-to-face contact, they were reaching out to tell us they needed other options.
“We already had Salesforce as our CRM platform, but we knew that what we had been doing just wasn’t working any longer.”
Expansion Plans with Vonage Fusion
SCCU has been investing heavily in streamlined digital solutions as part of its ‘customer-led strategy’.
Vonage Fusion is the next step on this journey, which it views as a stepping stone to improving customer support throughout Australia while simultaneously expanding its reach. It is keen to ensure that increasing its client base would not lead to a dilution of its customer service capabilities.
SCCU is not only looking to improve customer experiences, however. As its digital transformation strategy is being taken to the next level, it is also looking to benefit from an effective unified communications solution to meet the changing requirements of its employees.
By integrating Vonage Fusion, SCCU will gain its cloud contact centre and unified communications solutions that can be used alongside the latest business productivity tools.
As a result, SCCU will be able to leverage a broad portfolio of communications technologies to meet its changing business needs.
SCCU has already integrated Salesforce’s Service Cloud, which it plans to use in conjunction with Vonage Fusion’s contact centre capabilities to increase engagement for both employees and customers.
A study by Frost & Sullivan recently found that more than 95 percent of businesses see the integration of UCaaS and CCaaS applications as essential for their companies.
According to Vonage, Vonage Fusion is the “perfect choice” for organisations seeking an agile and differentiated solution focusing that creates seamless and tailored employee and customer experiences through a single solution.
As well as business productivity tool integrations, Vonage Fusion also provides a desktop and mobile app, the Vonage Meetings video conferencing solution, omnichannel features like voice, video, messaging, and chat.
It also enables access to its App Center and over 50 features and apps, such as Auto Attendant, Business Call Recording, AI Virtual Assistant, Virtual Extension, and more.
Ron Maayan, SVP Product Management for Vonage, expressed his enthusiasm to bring Vonage Fusion to SCCU: “With solutions like Vonage Fusion, we are helping customers of all sizes build seamless and personalised employee and customer engagement through complementary communications solutions.
“We are thrilled to work with innovative businesses like SCCU to create exceptional employee and customer experiences in a world where digital engagement is on the rise, and effective communication with customers and collaboration among team members are both essential for success.”
In January 2024, Vonage appointed Niklas Heuveldop as its new CEO. Heuveldop officially began the role at the beginning of this month.
September 2023 saw the partnership between Vonage and Flowcode to produce a “first-of-its-kind” communications tool, which allows customers to instantly communicate with brands, small businesses, and service providers.
