Customer Success Story: Northwest Community Credit Union

Northwest Community Credit Union (NWCU) is a leading financial institution serving its members with a commitment to exceptional service and innovative technology solutions. With a large network of branches and call centers, NWCU needed a reliable and efficient way to manage their communication systems, ensuring smooth operations across all locations.

• Location: United States
• Industry: Finance
• Products: Variphy Reporting and Analytics for Cisco CUCM, Variphy Reporting and Analytics for Cisco UCCX, Variphy DN & DID Management for Cisco, Variphy Remote Phone Control for Cisco
• Devices: +900 Phones

The Challenge

Northwest Community Credit Union struggled to manage raw call detail records (CDR) and call logs. Their existing tools were time-consuming and inefficient, leaving the IT team unable to effectively analyze call data or troubleshoot issues. With a growing need for reliable call analytics, the team inquired for a better solution among their peers.

The Solution

On the first day of using the Variphy solution, the IT team was able to create reports that had previously been out of reach. Variphy’s easy-to-use interface allowed them to read raw logs and utilize features like Remote Phone Control, giving them the ability to see, in real-time, exactly what users were doing on their phones. This immediate insight, combined with Variphy’s comprehensive reporting capabilities, enabled them to streamline his workflow and automate reports that were regularly sent to C-level executives.

“We were enabled to very quickly spot the issue and dramatically reduce our tickets with our HCS partner. The ticket load was cut in half almost overnight. On major outages, we were also able to see if any database changes were made that would cripple our end users.”

The Impact

With Variphy fully implemented, Northwest Community Credit Union was to retire their old manual processes. The solution also became a secondary notification system for disaster recovery, sending alerts directly to Cisco phone screens in case of email failure. With the ability to compare daily phone system configurations and troubleshoot user issues in real-time, Variphy has become an essential tool for daily operations, saving time, improving efficiency, and enhancing system visibility.

Learn more about our Cisco telephony analytics and reporting solutions.