OnPath FCU’s Journey to an Elite Contact Center With Eltropy Voice+

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By Eltropy

When a major merger flooded OnPath Federal Credit Union with new member requests, their contact center hit a breaking point. Long hold times, confusing IVR menus, disconnected phone systems, and overwhelmed agents created friction at every step of the member journey. What started as a post-merger operational crisis quickly became a defining moment: either patch the chaos or completely rethink the experience.

That’s when OnPath FCU partnered with Eltropy to rebuild its contact center around speed, simplicity, and intelligent automation using Eltropy Voice+. In just three months, OnPath reduced abandoned calls by 74%, response times dropped dramatically, and transformed routine service interactions into faster, smarter member experiences. Read the full story to see how OnPath FCU replaced reactive queues with proactive intelligence and built a scalable contact center ready for the future of member service.

Connect with Eltropy to learn more.

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Eltropy

Eltropy is the leading digital conversations platform for community financial institutions (CFIs). Its AI-driven communication tools empower CFIs to communicate, automate, improve operations and engagement, and increase productivity across the institution – all while maintaining the highest standards of security and compliance. Using Eltropy's platform, CFIs can connect with their consumers anytime, anywhere via text, video, secure chat, co-browsing, screen sharing, and chatbot technology – all integrated into a single platform.

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