Sharpen’s cloud contact center platform helps Vibrant reduce member wait time by 90 percent

INDIANAPOLIS and MOLINE, Ill., Sept. 6, 2018 – Vibrant Credit Union has improved member services and increased operational efficiencies using Sharpen Technologies’ agent-first omni-channel cloud contact center platform.

Vibrant has used the Sharpen platform to create video kiosks at its branch locations. The kiosks enable members to interact with video tellers who provide personal banking, lending and mortgage services.

“Because of the Sharpen-powered video kiosks, we’ve reduced member wait time at our branch offices by 90 percent,” said Vibrant’s vice president of member experience, Joanie Dean. “Currently, our wait time is less than half that of the industry standard.”

The kiosks have also resulted in more efficient staffing and improved quality of service.

“Using video tellers has enabled us to centralize our loan officers at our corporate center,” Dean said. “Since members can access lending services via the kiosks, we can now serve our membership with 13 loan officers instead of the 25 we previously needed. This has allowed us to better use our time and better serve our members, all while adding seven branches.”

Having centralized bankers has also made it easier to train staff and manage performance. “A centralized lending team has resulted in improved compliance and better service,” Dean said.

Sharpen’s call routing capabilities have led to additional benefits.

“We’ve used Sharpen to route overflow calls to branch staff,” Dean said. “This has helped us maintain service levels during spikes in call volume. And because our branch locations often have opposite times when they’re busy and slow, we’re optimizing staff availability for even greater efficiencies.”

Vibrant has also used Sharpen’s analytics and reporting features to get more insight into contact center metrics.

“Sharpen has given us a lot more insight into data and it’s easy to manipulate so we can see at a glance the KPIs that are most important to us,” Dean said. “This has helped us better coach agents, which has further improved member services.”

Today, Vibrant uses the Sharpen platform to support its more than 200 employees across 17 locations.

“Since initially replacing our Cisco system with Sharpen, we’ve come a long way,” said Caleb Randol, Vibrant’s member call center manager when the purchase decision was made. “The Sharpen platform has enabled us to take our contact center to the next level with automated features such as pre-set holiday messages and so much more.”

Vibrant cites the Sharpen team as adding additional value.

“The Sharpen team has proven reliable and quick to respond when we’ve had questions,” said Tarre Kroft, Vibrant’s business analyst. “This, combined with the platform’s omni-channel features, in-depth insights, and ease-of-use, have ensured a fast return on investment and peace of mind that we can provide the best member experience possible whatever the future holds.”

About Vibrant

Vibrant Credit Union offers personal and business banking services, along with a full line of insurance services. It delivers these services from 17 locations throughout the greater Moline, Illinois area. Vibrant also makes banking convenient via online and mobile services. The credit union was founded in 1935 on the principle of treating members’ money as if it were its own. Today, Vibrant’s more than 200 employees serve 48,000 members and growing. Visit or call 800.323.5109.

About Sharpen Technologies

Sharpen Technologies is a cloud-based customer experience technology provider that offers an agent-first omni-channel contact center platform. Its solutions address decades-old agent issues responsible for poor customer experiences. Sharpen’s proprietary Agent Experience Score (AXS) gives contact centers a new way to measure and track not only performance, but overall agent well-being. The company’s unique omni-channel approach gives agents a single interface for communicating across multiple channels. A global, cloud-native platform eliminates scalability issues while delivering mathematically unbeatable voice quality. Sharpen was named among the Best Places to Work in Indiana. The company is also a recipient of the Stevie American Business Awards and was named by Nemertes Research as a 2018 “Top Rated” provider of contact center solutions. Sharpen was founded in 2011 and is headquartered in Indianapolis, Ind. Visit or call 855.249.3357.

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Christine Holley

PR Account Executive, Sharpen Technologies