Civic Credit Union Transforms Digital Banking with C1, Delivering Smarter, Secure Member Experiences

BLOOMINGTON, Minn., June 3, 2025 /PRNewswire/ -- C1, the global technology solution provider elevating connected human experiences, today announced the successful transformation of member experience for Civic Credit Union (Civic), one of North Carolina's fastest-growing financial institutions, with the Genesys Cloud™ platform.

Civic initially relied on an outdated phone system that lacked the functionality and reporting capabilities essential for its rapid growth. With 11 branches, over 375 employees, and $7 billion in assets, Civic needed a scalable, future-ready communication platform to serve its customer base of local government employees effectively.

Blair Hansford, Unified Communications Manager at Civic, stated, "Our old system was holding us back. Without the ability to access actionable data, we were relying on guesswork to optimize customer service. We knew we needed to overhaul our systems, and partnering with C1 gave us the confidence to take that leap."

Recognizing Civic's unique requirements, C1 provided a consultative approach, guiding the credit union through the migration to Genesys Cloud. This comprehensive initiative included system deployment, customized feature selection, and in-depth training for Civic's teams. The project was completed in only 8.5 months, with seamless system implementation on launch day. "The transition was so efficient," Hansford remarked. "Within 45 minutes, we had fully moved to Genesys Cloud, and everything worked flawlessly."

Following the deployment, Civic experienced a significant operational overhaul. Detailed performance tracking in areas like call handling times and customer hold times became possible, enabling data-driven decision-making and process improvements. Enhanced integrations with platforms like Salesforce provided agents with a unified workspace, while Omilia voice biometrics streamlined authentication processes, delivering faster and more secure member interactions.

"Suddenly, we weren't guessing anymore," Hansford explained. "We can measure and scale in ways that truly align with our members' needs. Working with C1 gave us the tools and insights to do what we do best—serve our members."

Elliot Olschwang, Chief Services Officer at C1, praised Civic's foresight and commitment to innovation. "Civic's dedication to elevating member experiences is genuinely commendable. They've embraced technology not just to modernize, but to better serve their community. We at C1 are proud to have partnered with a forward-thinking organization like Civic, supporting their strategic goals every step of the way."

About Civic Credit Union

Civic Credit Union is one of North Carolina's fastest-growing credit unions, with 11 branches across the state and $7 billion in assets. Initially founded as a digital-only institution, Civic now serves local government employees, including firefighters, law enforcement, and parks and recreation teams. With a focus on high-tech financial services, Civic is committed to improving the lives of its members through innovation and community-driven values.

About C1

C1, a global technology solution provider, is transforming businesses with AI-powered solutions that elevate connected human experiences. Through advisory, professional, and managed services, C1 ensures seamless integration across communications, infrastructure, and security. C1 solutions are tailored to align with client goals to drive innovation and operational excellence. Through partnerships with leading technology providers and an engineering team holding over 7,000 certifications, C1 empowers enterprises to adapt and thrive in a fast-paced digital world. At C1, it's about turning complex challenges into meaningful solutions, enabling businesses to design, deploy, and manage technology that delivers impactful outcomes. Learn more at oneC1.com.

Additional Resources:

• Case Study: https://www.onec1.com/resources/case-study/civic-credit-union
• Video: https://www.onec1.com/video-stories/c1-customer-connections-civic-federal-credit-union-places-its-trust-in-c1

Media Contact: 

Kim Espinosa
[email protected]
832.721.0087

SOURCE C1