Founders Federal Credit Union

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Founders Federal Credit Union selects Stalwart, Cisco and TW Telecom to improve customer service, support expansion and reduce support costs

Financial; Lancaster, SC; 170,000 Members

Business Challenge

Current communication infrastructure made it difficult to expand quickly and still maintain customer support requirements
Could not deliver voice and data services to meet management’s growth initiatives based on the current model
Network must be designed to include Quality of Service (QoS), security and reliability
IT support team needed a solution that would allow them to quickly deploy and new branches without relying on third-party vendors which increased lead times and costs

Client Solution

Deployed Cisco’s Communications Manager, Contact Center Express, Quality Manger and Workflow Manager to enhance the credit union’s customer service contact center
Designed a fully redundant, scalable and highly secure WAN which would support their branches and ATMs for both voice and data services
Implemented TW Telecom’s (TWTC) MPLS WAN solution
Designed a fault tolerant centralized call processing and voicemail architecture that would support the corporate headquarters and each branch location

Business Results

The contact center management team now has extensive reporting and management tools that enable them to schedule and train agents
Founders now has a unified voice and data architecture that spans the enterprise
Each branch location now as a standardized LAN/WAN footprint that consists of Cisco switches, routers and IP phones
IT support team can easily support the communication systems across the entire credit union more efficiently
Deployment of TWTC’s MPLS and Cisco’s Unified Communication solution maximized uptime and customer service which is critical for the organization

For More Information

To learn more about Cisco Unified Communications Manager, click here

To learn more about TW Telecom's MPLS WAN, click here