NWN Carousel is a leading provider of AI-powered technology solutions, helping businesses move from on-premise to cloud-based communication systems. With the shift towards cloud-based solutions, NWN Carousel has been at the forefront of this transition, providing businesses with the tools and expertise they need to make the move to the cloud.

Recently, we were awarded as a finalist by Microsoft for Modern Work Converged Communications – Americas Partner of the Year for NWN Carousel’s achievements of tremendous growth and customer satisfaction.

In a recent interview, we spoke with Chris Riggle, the Director of Voice and Collaboration at Open Technology Solutions (OTS), a Credit Union Service Organization. As a part of our Microsoft partner of the year award process, we used our partnership with OTS to exemplify the work we do every day on behalf of credit unions nationwide.

OTS is an outsourced technology partner for credit unions, providing a range of services from contact center and voice technologies to traditional processing and servicing for financial services. As a shared services organization, OTS brings cost-effective solutions to meet the technology needs of its partner credit unions.

Chris shared how OTS has been using NWN Carousel’s services to help its credit unions transition to cloud-based solutions. With a network of over 100 branches across three credit unions, OTS has been able to simplify its voice solutions and provide more flexibility to its staff with the help of NWN Carousel.

When asked about the benefits of the partnership, Chris noted that NWN Carousel’s technical expertise and consultative nature have been key in helping OTS navigate the rapidly changing technology landscape. With NWN Carousel’s support, OTS has been able to stay up-to-date with the latest technology trends and provide its credit unions with the solutions they need to stay competitive.

When it comes to the future of AI-Powered services, Chris sees a significant role for AI in enhancing the user experience. With NWN Carousel’s support, OTS is exploring the possibilities of AI, specifically Copilot in areas such as natural language processing and machine learning to improve its services further.

In summary, NWN Carousel’s partnership with OTS has helped the consortium of credit unions transition to cloud-based solutions, providing more flexibility and simplifying voice solutions for its staff. With NWN Carousel’s expertise and support, OTS has been able to stay up-to-date with the latest technology trends and explore the possibilities of AI in enhancing its services.

Q: Can you tell us a little bit about OTS and its background?

A: OTS was formed 21 years ago as a partnership between Bethpage Credit Union, Bellco Credit Union, and CQ of Maryland. It was created to outsource technology for these credit unions and has since grown to serve over 1,000 credit unions across North America. As an organization, OTS has 225 employees, but as a consortium, it has over 1,000. OTS provides a range of services, including contact center services, voice technologies, and traditional processing and servicing for financial services.

Q: How have the technology requirements of your credit unions changed over the past 24 months?

A: Over the past 24 to 36 months, there has been a significant departure from legacy solutions to SAS-based solutions. Personally, I’m involved in both contact center and traditional voice, and we’re moving away from that legacy infrastructure. The transition to work from home has pushed a lot of things post-COVID, and having SAS-based solutions has really helped us take the next step for both OTS and our partners.

Q: How has the Microsoft Teams phone helped OTS support staff and end-users compared to the legacy solution?

A: The Microsoft Teams phone has simplified voice solutions for OTS and provided more flexibility for staff. With a network of over 100 branches across three credit unions, OTS has been able to offer more options for its staff and provide a better experience for end-users. The feedback from staff has been positive, and the transition has been a slow but successful process.

Q: How has NWN Carousel helped facilitate the transition to Microsoft Teams phones?

A: NWN Carousel has provided a lot of great training material and has helped OTS get off the ground sooner than it would have in previous deployments. The learning curve for both staff and technology is steep, but NWN Carousel’s expertise and consultative nature have made a difference in the partnership.

Q: How do you see the future of cloud collaboration, and how do you see AI evolving in this space?

A: AI is involved in every aspect of what we do, from Teams’ voice to the context on the NWN Carousel side. As we move forward, I think AI will open up some doors for us and provide new opportunities for integration and innovation.