ERIC - Southern Cross Credit Union Boosts Customer Engagement with Vonage Fusion | Benzinga
Vonage Fusion, a unified communications and contact center solution, integrated with Salesforce Service Cloud, enhances both customer engagement and agent experience
HOLMDEL, N.J., Feb. 7, 2024 /PRNewswire/ -- Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ:ERIC), has been chosen by Southern Cross Credit Union (SCCU), a community-based organization committed to its purpose of supporting customers through their financial life stages. With Vonage Fusion, a Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solution, SCCU is leveraging a common, flexible platform where these solutions can work in harmony across various departments and to scale up or down as needed.
Located in New South Wales, Australia, SCCU's customer-led strategy means that people and conversations are at the center of everything the company does. The organization has been heavily investing in more streamlined digital solutions, choosing Vonage Fusion to better support customers across Australia and to continue expanding its reach without compromising on quality of service. And, by leveraging its existing investment in Salesforce, coupling Vonage Fusion's contact center capabilities with deep integration into Service Cloud, SCCU is driving engagement for both employees and customers at every touchpoint.
"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 center became a much bigger focus. Our customers were accustomed to personalized service, so without the possibility of face-to-face contact, they were reaching out to tell us they needed other options," explains Tara Armbruster, ...