PenFed Credit Union transforms member services with TTEC Digital

The challenge

As one of America’s largest federal credit unions, PenFed faced several operational and technological challenges that limited its ability to deliver a seamless member experience. Legacy voice communication systems were outdated and couldn’t support modern omnichannel engagements. Members often had to repeat information across different channels, leading to frustration and inefficiencies.  Infrastructure limitations prevented scale needed for rapid growth and future innovation in member experience.

The solution

PenFed Credit Union partnered with TTEC Digital to modernize their member experience by migrating their contact center to Genesys Cloud and integrating it with Salesforce CRM through CX Cloud. This transformation enabled seamless omnichannel engagement, secure authentication, and real‑time access to member data. TTEC Digital deployed AI-powered tools such as conversation summarization and predictive workforce management to improve service quality and efficiency.

‍The results

The collaboration between PenFed and TTEC Digital led to meaningful improvements in PenFed’s operations.

• Reduced agent after-call work time by 50%.
• Reduced case rework and routing time by 20%.
• Maintained high NPS, consistently above 70.
• Improved omnichannel handling through Salesforce Omnichannel.
• Enabled automated QA using transcript data, allowing teams to focus on outliers.
• Created a scalable, cloud‑based foundation that supports ongoing innovation and growth.

"TTEC Digital understands our goals and who we are as an organization, which is incredibly important to us. They provide excellent support throughout development, implementation, and ongoing operations. They're responsive, helpful, and I know that when I escalate an issue, it gets the attention it needs." Nicole LaCamp, Senior Vice President, Platform Strategy & Engineering, PenFed Credit Union

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