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PegaWorld iNspire 2022: Transforming Omni-channel Customer Service at First Tech Federal Credit Union

FTFCU had Salesforce and multiple forms systems in place to capture member requests – yet these solutions were not reducing the effort for service and operations teams to resolve those requests. In less than a year, FTFCU was able to replace these technologies with a Pega solution that supports the contact center, branch, mortgage processing, and related back-office functions, with integration into web and online banking. Join this session to learn how FTFCU improved data accuracy of back-office forms to 100%, reduced average call handle time by 40%, and achieved an NPS uptick of 20% – all while reducing employee and licensing costs.


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