Velocity Credit Union is based in Austin and has served the area since 1947. It is one of the largest financial institutions in the state of Texas with over $840 million in assets, and provides personalized banking to more than 84,000 members across six local branches.
Velocity takes pride in making its members feel valued, and in creating a positive customer experience, however their current service offering was not meeting these goals. Velocity was struggling with long hold times and a high number of abandoned calls. They thought they had to replace their legacy call center system to correct this problem – which would be costly and time consuming. Continue reading