First Credit Union is a not-for-profit financial cooperative that has been helping kiwis with their finances for over 60 years.

When First Credit Union approached us, their existing Contact Centre and Phone solution was at the end of manufacturer support and contracts. They decided to use this chance to explore replacement options, and as an extremely busy contact centre with up to 2000 calls per day, the replacement needed to be enterprise class to ensure no risk of failure when under stress. They also needed a solution that would support the whole of business with a variety of users over multiple locations.

The business already had a strategy to move its IT requirements to the cloud, leveraging Microsoft Office 365, so Telesmart suggested implementing Telesmart Cloud Calling for Microsoft teams (CC4MST). This telephony solution meant we simply added phone calling capability to an interface many of the First Credit Union team were familiar with.

For the contact centre, a solution that would complement and function in the Microsoft Teams environment was required. Telesmart proposed Tendfor which works natively with Microsoft Teams to provide a modern, easy to use call centre and reception solution - making this an ideal way to enable First Credit Unions Microsoft environment to communicate with their members.

Call recording is mandatory for the financial service sector so this was best provided with Dubber Call recording, the world's leading provider of cloud-based call recording and voice AI.

Once this package of solutions was agreed on, the Telesmart Project Management Team stepped in to begin implementation. At Telesmart we believe that exhaustive preparation is imperative to a successful deployment so we started by carrying out data capture and migration to the new Cloud platform. Call centre design work was done, building call flows, promo messaging etc. Then a trial was established with several users with test numbers, to enable the team to become familiar with the operational aspects of the solution before going live.

The deployment was a great success, with very positive feedback from First Credit Unions IT Manager, who said they were “totally impressed with the cutover process and having it go so smoothly”. Our thorough and capable approach, backed by world leading Cloud solutions, meant another happy customer for Telesmart.