Latest news with #SECU
Yahoo
21 hours ago
- Business
- Yahoo
State Employees' Credit Union Transforms Member Experiences, Surpassing CSAT Goals in Just 6 Months with NiCE CXone Mpower
With NiCE's AI-driven platform, SECU also streamlined operations, enhanced collaboration and achieved breakthrough efficiency HOBOKEN, N.J., June 09, 2025--(BUSINESS WIRE)--NiCE (Nasdaq: NICE) today announced that State Employees' Credit Union (SECU), one of the largest credit unions in the U.S., serving over 2.8 million members, has transformed its member contact center experience and operational efficiency with NiCE CXone Mpower. By adopting an AI-driven, cloud-native platform, SECU has streamlined operations, enhanced workforce management, and leveraged automation to drive efficiency and improve service levels. Facing limitations with legacy infrastructure, SECU turned to NiCE's all-in-one platform to unify, automate, and optimize its contact center operations. The move enabled SECU to centralize service channels, enhance employee performance management, and implement real-time tracking for better decision-making and service delivery. With CXone Mpower's omnichannel capabilities and AI-driven automation, SECU has revolutionized its member service operations. The platform's user-friendly interface has empowered agents with seamless access to critical information, improving productivity and responsiveness while reducing call volumes and wait times. Having AI-powered intelligence at their fingertips has been instrumental in helping SECU improve training, identify performance opportunities, and enhance the overall member experience. Moreover, the platform's scalability ensures that SECU can integrate new AI and automation capabilities without disrupting existing infrastructure, enabling future growth. Key Outcomes from SECU's Transformation with CXone Mpower: Achieved 94%-member satisfaction and a net positive sentiment score since launch AI-driven call routing reduced wait times from 300 seconds to under 60 seconds 90% agent participation rate in AI-assisted workforce self-service tools Reduced manual administrative effort by 20% NiCE's Value Realization Services (VRS), played a key role in SECU's transformation by providing expert guidance to tailor CXone Mpower to the credit union's needs, ensuring seamless implementation and continuous optimization. "The transformation with NiCE has been a game-changer for us," said Jared Benesh, EVP of Member Experience at SECU. "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." "SECU's success highlights the power of taking a platform approach to enhance experiences and drive business transformation," said Barry Cooper, President, CX Division, NiCE. "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." Looking ahead, SECU plans to expand its adoption of NiCE's advanced AI and automation capabilities, including Autopilot and Voice Authentication, to further elevate member and employee experiences. About SECUA not-for-profit financial cooperative owned by its members and federally insured by the National Credit Union Administration (NCUA), SECU has been providing employees of the state of North Carolina and their families with consumer financial services for 87 years. SECU is the second largest credit union in the United States with $53 billion in assets. It serves more than 2.8 million members through 275 branch offices, 1,100 ATMs, Member Services Support via phone, and the SECU Mobile App. About NiCENiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE's platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. Trademark Note: NiCE and the NiCE logo are trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE's marks, please see: Forward-Looking StatementsThis press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Cooper, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the "Company"). In some cases, such forward-looking statements can be identified by terms such as "believe," "expect," "seek," "may," "will," "intend," "should," "project," "anticipate," "plan," "estimate," or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in general economic and business conditions; competition; successful execution of the Company's growth strategy; success and growth of the Company's cloud Software-as-a-Service business; rapid changes in technology and market requirements; the implementation of AI capabilities in certain products and services, decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or effectively integrating acquired operations; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company's dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security incidents; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, including those arising from political instability or armed conflict that may disrupt our business and the global economy; our ability to recruit and retain qualified personnel; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the "SEC"). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the SEC, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law. View source version on Contacts Corporate Media Contact Christopher Irwin-Dudek, +1 201 561 4442, media@ ETInvestors Marty Cohen, +1 551 256 5354, ir@ ETOmri Arens, +972 3 763 0127, ir@ CET Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Business Wire
21 hours ago
- Business
- Business Wire
State Employees' Credit Union Transforms Member Experiences, Surpassing CSAT Goals in Just 6 Months with NiCE CXone Mpower
BUSINESS WIRE)-- NiCE (Nasdaq: NICE) today announced that State Employees' Credit Union (SECU), one of the largest credit unions in the U.S., serving over 2.8 million members, has transformed its member contact center experience and operational efficiency with NiCE CXone Mpower. By adopting an AI-driven, cloud-native platform, SECU has streamlined operations, enhanced workforce management, and leveraged automation to drive efficiency and improve service levels. Facing limitations with legacy infrastructure, SECU turned to NiCE's all-in-one platform to unify, automate, and optimize its contact center operations. The move enabled SECU to centralize service channels, enhance employee performance management, and implement real-time tracking for better decision-making and service delivery. With CXone Mpower's omnichannel capabilities and AI-driven automation, SECU has revolutionized its member service operations. The platform's user-friendly interface has empowered agents with seamless access to critical information, improving productivity and responsiveness while reducing call volumes and wait times. Having AI-powered intelligence at their fingertips has been instrumental in helping SECU improve training, identify performance opportunities, and enhance the overall member experience. Moreover, the platform's scalability ensures that SECU can integrate new AI and automation capabilities without disrupting existing infrastructure, enabling future growth. Key Outcomes from SECU's Transformation with CXone Mpower: Achieved 94%-member satisfaction and a net positive sentiment score since launch AI-driven call routing reduced wait times from 300 seconds to under 60 seconds 90% agent participation rate in AI-assisted workforce self-service tools Reduced manual administrative effort by 20% NiCE's Value Realization Services (VRS), played a key role in SECU's transformation by providing expert guidance to tailor CXone Mpower to the credit union's needs, ensuring seamless implementation and continuous optimization. 'The transformation with NiCE has been a game-changer for us,' said Jared Benesh, EVP of Member Experience at SECU. '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.' 'SECU's success highlights the power of taking a platform approach to enhance experiences and drive business transformation,' said Barry Cooper, President, CX Division, NiCE. '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.' Looking ahead, SECU plans to expand its adoption of NiCE's advanced AI and automation capabilities, including Autopilot and Voice Authentication, to further elevate member and employee experiences. About SECU A not-for-profit financial cooperative owned by its members and federally insured by the National Credit Union Administration (NCUA), SECU has been providing employees of the state of North Carolina and their families with consumer financial services for 87 years. SECU is the second largest credit union in the United States with $53 billion in assets. It serves more than 2.8 million members through 275 branch offices, 1,100 ATMs, Member Services Support via phone, and the SECU Mobile App. About NiCE NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE's platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. Trademark Note: NiCE and the NiCE logo are trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE's marks, please see: Forward-Looking Statements This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Cooper, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the 'Company'). In some cases, such forward-looking statements can be identified by terms such as 'believe,' 'expect,' 'seek,' 'may,' 'will,' 'intend,' 'should,' 'project,' 'anticipate,' 'plan,' 'estimate,' or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in general economic and business conditions; competition; successful execution of the Company's growth strategy; success and growth of the Company's cloud Software-as-a-Service business; rapid changes in technology and market requirements; the implementation of AI capabilities in certain products and services, decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or effectively integrating acquired operations; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company's dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security incidents; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, including those arising from political instability or armed conflict that may disrupt our business and the global economy; our ability to recruit and retain qualified personnel; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the 'SEC'). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the SEC, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.
Associated Press
6 days ago
- Business
- Associated Press
SECU Awards Summer Camp Scholarships to 457 Youth Members Statewide
RALEIGH, N.C., June 04, 2025 (GLOBE NEWSWIRE) -- State Employees' Credit Union (SECU) has concluded its fourth annual Summer Camp Awards campaign, granting $500 scholarships to 457 young members throughout North Carolina. Recipients were selected through random drawings, with one FAT CAT® and one Zard® winner per branch from all eligible entries. The scholarships will be used for the registration costs and associated fees at the summer camp chosen by each youth winner. Applicants submitted an illustration or essay about their dream camp experience to be entered into the contest. Since its launch in 2022 the program has provided scholarships totaling $508,000 to 1,016 FAT CAT and Zard members. Summer Camp Awards were established to encourage young members to expand their knowledge through fun and engaging summer camps and provide financial support to help youth families pursue these impactful opportunities. 'Parks was very excited when he found out he was a Summer Camp Award winner,' said Michael Hamilton, father of Raleigh-Wakefield Branch winner Parks Hamilton. 'For his entry, he drew a picture of pandas, bamboo, flowers, a hummingbird, a seagull, and volcanos – things he's seen in Kung Fu Panda. He will be attending a Tae Kwon Do camp this summer and is really looking forward to it.' 'We are so pleased to contribute to our young members' summer camp experiences and continue our support for SECU families across the state through this beneficial program for a fourth consecutive year,' said SECU President and CEO Leigh Brady. 'The educational opportunities afforded to youth through summer camps are so incredibly valuable, and I want to offer our sincere congratulations to this year's winners!' About SECU A not-for-profit financial cooperative owned by its members, and federally insured by the National Credit Union Administration (NCUA), SECU has been providing employees of the state of North Carolina and their families with consumer financial services for 88 years. SECU is the second largest credit union in the United States with $55 billion in assets. It serves more than 2.8 million members through 275 branch offices, 1,100 ATMs, Member Services Support via phone, and the SECU Mobile App. Contact: Sandra Jones, Communications, [email protected] A photo accompanying this announcement is available at
Yahoo
6 days ago
- Business
- Yahoo
SECU Awards Summer Camp Scholarships to 457 Youth Members Statewide
SECU Awards Summer Camp Scholarships to 457 Youth Members Statewide RALEIGH, N.C., June 04, 2025 (GLOBE NEWSWIRE) -- State Employees' Credit Union (SECU) has concluded its fourth annual Summer Camp Awards campaign, granting $500 scholarships to 457 young members throughout North Carolina. Recipients were selected through random drawings, with one FAT CAT® and one Zard® winner per branch from all eligible entries. The scholarships will be used for the registration costs and associated fees at the summer camp chosen by each youth winner. Applicants submitted an illustration or essay about their dream camp experience to be entered into the contest. Since its launch in 2022 the program has provided scholarships totaling $508,000 to 1,016 FAT CAT and Zard members. Summer Camp Awards were established to encourage young members to expand their knowledge through fun and engaging summer camps and provide financial support to help youth families pursue these impactful opportunities. 'Parks was very excited when he found out he was a Summer Camp Award winner,' said Michael Hamilton, father of Raleigh-Wakefield Branch winner Parks Hamilton. "For his entry, he drew a picture of pandas, bamboo, flowers, a hummingbird, a seagull, and volcanos – things he's seen in Kung Fu Panda. He will be attending a Tae Kwon Do camp this summer and is really looking forward to it.' 'We are so pleased to contribute to our young members' summer camp experiences and continue our support for SECU families across the state through this beneficial program for a fourth consecutive year,' said SECU President and CEO Leigh Brady. 'The educational opportunities afforded to youth through summer camps are so incredibly valuable, and I want to offer our sincere congratulations to this year's winners!' About SECU A not-for-profit financial cooperative owned by its members, and federally insured by the National Credit Union Administration (NCUA), SECU has been providing employees of the state of North Carolina and their families with consumer financial services for 88 years. SECU is the second largest credit union in the United States with $55 billion in assets. It serves more than 2.8 million members through 275 branch offices, 1,100 ATMs, Member Services Support via phone, and the SECU Mobile App. Contact: Sandra Jones, Communications, A photo accompanying this announcement is available at
Yahoo
27-05-2025
- Business
- Yahoo
ECU students chosen for SECU Public Fellows Internship Program
GREENVILLE, N.C. (WNCT) — A group of ECU students were chosen for the SECU Public Fellows Internship Program. This program, now in its 11th year at ECU, is a way for undergraduates to connect with local governments, economic development agencies, educational institution, and other nonprofit organizations to address community-identified priorities. 'We continue to hear how impactful this program is for our community partners. By connecting them with talented students, leaders gain fresh perspectives on local projects and challenges,' Program Manager Cassie Keel said. 'Students are introducing innovative tools like social media and newer technologies to help organizations advance their goals. It's a mutually beneficial relationship where communities gain from students' ideas and energy, and students receive valuable experience beyond the classroom.' The 2025 SECU Public Fellows and internship sites are: Maya Beatty of Hickory, Imagine Pamlico. Hazel Bolden of Reidsville, North Carolina Coastal Federation. Lauren Bullard of Winterville, Ronald McDonald House Charities of Eastern North Carolina. Taylor Cavaco of Holly Springs, Beaufort-Hyde Partnership for Children. Darian Chamblee of Raleigh, Koinonia Community Center. Yadiel Cruz of Louisburg, City of Goldsboro. Jonah Dickerson of Gatesville, Sound Rivers. Kelsey Dudash of Kill Devil Hills, N.C. Aquarium on Roanoke Island. Sanaa Everett of Tarboro, Aces for Autism. Madison Hrukska of Emerald Isle, Eastern Carolina Vocational Center. Taki'yah Joyner of Roanoke Rapids, Murfreesboro Chamber of Commerce. Bethany Manor of Thomasville, Sylvan Heights Bird Park. Dawson Mitchell of Washington, Strategic Twin-Counties Education Partnership. Cassidy Plotzke of Greenville, Town of Winterville. Ava Poole of Belhaven, Greenville-Pitt Chamber of Commerce. Joycelyn Reyes of Newton Grove, Emerge Gallery & Art Center. Landon Simmons of New Bern, City of New Bern. Payton Smith of Farmville, Kelly Children's Home. Lauryn Strothers of Richlands, Washington County. Charles Wroten of Grimesland, Wilson County Senior Center. Through this program, 185 ECU students have completed internships with 82 organizations across 23 North Carolina counties. This year, 20 students were selected, and each will complete 330 internship hours with organizations in 12 counties. Interns receive a $5,000 stipend for their work. The projects students complete through this internship include downtown revitalization, strategic planning, water quality testing and reporting, community programming, and organizing public events such as festivals and fundraisers. 'This program is a win-win-win,' ECU's Chief Innovation and Engagement Officer, Dr. Sharon Paynter said. 'Students apply classroom learning in real-world settings. Community partners gain access to talented interns and university resources. And ECU strengthens its regional engagement in meaningful and lasting ways. The SECU Public Fellows Internship Program is open to ECU undergraduates who are North Carolina residents and have completed at least 60 semester credit hours. Learn more about the SECU Public Fellows internship program online. Copyright 2025 Nexstar Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.
