The larger change agenda took shape with several major IT projects undertaken more directly in support of the business, including an overhaul of CUNA Mutual's call center capabilities for all customers, whether credit union business customers or individual end-customers. "We laid down a new call center infrastructure, with an Avaya [Basking Ridge, N.J.] telephony platform and a sophisticated call-monitoring and analytics package from NICE Systems [Ra'anana, Israel]" Roy says. "Those technologies have fundamentally changed the way we run our call centers based on how the IVRs were set up on the front end and how we were able to track the results of calls and implement [quality assurance] programs to improve the quality of service from our representatives to the customer." Full Article at TechWeb