What our clients say
At Azura, we're not just offering more ways to connect—we're letting our members decide how they want to interact with us. This flexibility has been key to improving our service quality and efficiency.
A Legacy of Service Meets Modern Innovation
For over 80 years, Azura Credit Union has embodied “Above and Beyond Banking” for Kansans. But in today's digital-first world, the meaning of exceptional service has evolved. Azura recognized that to truly honor its legacy, it needed to reimagine its entire approach to member interactions.
Facing a rising demand for online services, the credit union set out to create seamless, personalized banking experiences that would not only satisfy members, but also empower employees to work more efficiently. This dual focus promised to enhance satisfaction on both sides of every interaction.
However, Azura found itself at a critical juncture. Member expectations for digital-first banking were outpacing the credit union's technological capabilities. Legacy systems and fragmented digital channels weren't just holding Azura back—they were actively widening the gap between member expectations and the credit union's ability to deliver.
Modern Expectations vs. Legacy Systems
Despite its commitment to exceptional service, Azura faced significant obstacles in delivering a modern banking experience, leading to poor member and front-line employee experiences. Azura’s digital offerings were not only limited, but also disjointed and not user-friendly. The chat functionality was hidden in a mobile app, while video banking was manual and slow. The lack of digital service drove members to overload Azura’s phone lines, leading to long wait times, frazzled reps, and frustrated callers.
"We were pushing folks into certain channels simply because we couldn't offer alternatives," explains Brooke Hamilton, VP of Digital Member Experience.
Behind the scenes, contact center agents grappled with a technological tangle. Multiple systems and manual processes turned simple tasks into complex juggling acts. Rather than empowering agents, the outdated tech stack hampered their ability to serve members efficiently.
Without a unified contact center solution, Azura’s decision makers operated in the dark. Managers lacked the data needed to make informed decisions or drive performance improvements. The result? Longer wait times and service friction for both members and employees.
To truly deliver “Above and Beyond Banking,” Azura needed more than incremental upgrades. It required a comprehensive solution that would elevate the member experience across all touchpoints and empower Azura's staff with tools to provide unparalleled service
All of the Channels, None of the Silos
Azura found their solution in Glia's Unified Interaction Management (UIM) platform. The credit union chose to implement both Digital Customer Service (DCS) and Glia Call Center (GCC), recognizing that this unified combination would address the trifecta of challenges they faced: elevating service quality, enhancing employee experience, and boosting operational efficiency.
By selecting Glia's DCS capabilities, Azura introduced access to robust digital channels that would allow members to engage on their own terms—whether through chat, video, or voice. This flexibility promised to enhance the member experience while providing the seamless transitions between channels that had been sorely lacking.
Simultaneously, the implementation of GCC gave Azura the sophisticated phone system it needed to optimize its contact center operations. This move would empower managers with real-time data and analytics, enabling them to make informed decisions and improve both efficiency and service quality.
With Glia's unified platform in place, Azura was ready to deliver the service that not only met the expectations of its members, but exceeded them.
%20(1).png)
