State Employees Credit Union Transforms Member Experiences With NiCE CXone Mpower

NiCE announced that State Employees’ Credit Union (SECU), one of the largest credit unions in the U.S., serving over 2.8 million members, has transformed its member contact center experience and operational efficiency with NiCE CXone Mpower. By adopting an AI-driven, cloud-native platform, SECU has streamlined operations, enhanced workforce management, and leveraged automation to drive efficiency and improve service levels.

Facing limitations with legacy infrastructure, SECU turned to NiCE’s all-in-one platform to unify, automate, and optimize its contact center operations. The move enabled SECU to centralize service channels, enhance employee performance management, and implement real-time tracking for better decision-making and service delivery.

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With CXone Mpower’s omnichannel capabilities and AI-driven automation, SECU has revolutionized its member service operations. The platform’s user-friendly interface has empowered agents with seamless access to critical information, improving productivity and responsiveness while reducing call volumes and wait times. Having AI-powered intelligence at their fingertips has been instrumental in helping SECU improve training, identify performance opportunities, and enhance the overall member experience. Moreover, the platform’s scalability ensures that SECU can integrate new AI and automation capabilities without disrupting existing infrastructure, enabling future growth.

Key Outcomes from SECU’s Transformation with CXone Mpower:

• Achieved 94%-member satisfaction and a net positive sentiment score since launch
• AI-driven call routing reduced wait times from 300 seconds to under 60 seconds
• 90% agent participation rate in AI-assisted workforce self-service tools
• Reduced manual administrative effort by 20%

NiCE’s Value Realization Services (VRS), played a key role in SECU’s transformation by providing expert guidance to tailor CXone Mpower to the credit union’s needs, ensuring seamless implementation and continuous optimization.

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“The transformation with NiCE has been a game-changer for us,” said Jared Benesh, EVP of Member Experience at SECU. “We didn’t piecemeal solutions; we chose a single, complete platform and now we’re reaping the rewards. Since implementing CXone Mpower, we have achieved outstanding improvements and are ready to deliver even more exceptional experiences for members and agents with new capabilities and expanded AI-driven automation.”

“SECU’s success highlights the power of taking a platform approach to enhance experiences and drive business transformation,” said Barry Cooper, President, CX Division, NiCE. “Too many organizations fall victim to the ‘Frankenstack’—disparate solutions stacked together without cohesion. When AI and automation are layered onto fragmented systems, friction isn’t eliminated – in fact, it often amplifies it. SECU exemplifies how to do it right—by adopting a unified AI-powered platform, they have seen rapid results and are now well positioned to expand AI and automation for even greater impact.”

Looking ahead, SECU plans to expand its adoption of NiCE’s advanced AI and automation capabilities, including Autopilot and Voice Authentication, to further elevate member and employee experiences.

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Source – Businesswire

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