Software
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June 16, 2025
State Employees’ Credit Union, based in Raleigh, North Carolina, has partnered with Nice for its CXone Mpower contact center experience solution. The platform is designed to automate and optimize call centers with real-time tracking and employee performance tools, according to a press release.
With the platform, agents can access key information to improve the call experience. It also improves performance, with call routing wait time cut down to under 60 seconds and delivered 94% member satisfaction. Agents are also able to utilize AI self-service tools for handling calls.
“SECU’s success highlights the power of taking a platform approach to enhance experiences and drive business transformation,” Barry Cooper, president, CX division, Nice, said in the release. “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.”
“The transformation with NiCE has been a game-changer for us,” Jared Benesh, EVP of member experience at SECU, said in the release. “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.”
