CASE STUDY

Servus Credit Union | CCaaS Vendor Selection

Client Overview

Servus Credit Union needed to replace its on-premise ACD and transition to a modern CCaaS platform to improve member experience and support future growth.

“Steve led us through a CCaaS selection process. His expertise was clear from the start and his character and work ethic are unmatched.”

— Maurice Sevigny

Our Approach

  • Led end-to-end CCaaS selection process

  • Defined requirements through interviews, observations and focus groups

  • Designed and executed a comprehensive RFI across eight vendors

  • Built weighted scoring model (technical + cost, “best value” approach)

  • Facilitated vendor demos, evaluations and shortlisting

  • Guided final selection with clear tradeoffs and recommendations

The Challenge

  • Expiring ACD contract with compressed timeline

  • No structured framework for vendor evaluation

  • Multiple stakeholders with competing priorities

  • Complex requirements across routing, WFM, QA, AI, reporting

  • High risk, long-term technology decision

Outcome

  • Completed structured evaluation of eight CCaaS providers

  • Enabled aligned, data-driven decision across business and IT

  • Selected Genesys Cloud based on best value, implementation approach and TCO

Impact

  • Reduced risk on a critical, multi-year technology investment

  • Accelerated path to implementation readiness

  • Leveraged competitive positioning to secure ~20% cost reduction vs. initial pricing