Best-of-Breed Verint CX Automation Helps VyStar Credit Union Boost Member Experience

By: Rob Lamoureux

Read how VyStar Credit Union, the 13th-largest credit union in the country, with more than 925,000 members and over $13.5 billion in assets, uses Verint Analytics and Insights and Verint Voice of the Customer solutions to track and measure member satisfaction across channels to help ensure a superior member experience.

With Verint Open Platform and best-of-breed CX automation solutions, combined with an innovative voice of the member dashboard, the credit union established a governance framework to improve the member experience while managing costs and scaling operations. These best practices set VyStar apart and enabled it to improve average speed to answer by 64.7%, reduce call abandonment rates by 71.6%, and elevate member ratings by 7.5%.

Read the customer case study.

 

Robert Lamoureux

Rob Lamoureux is Senior Director, Global Customer Advocacy at Verint with 25+ years of enabling and energizing sales and marketing. He is well versed in orchestrating integrated, multimedia marketing, communications, customer advocacy, and customer success programs that propel brand awareness, accelerate customer demand, retain customer loyalty, and increase sales on a national and global scale. He combines expertise in strategic market planning, organizational leadership, and project management with strong qualifications in campaign program design, new product and service rollout, market launch, and customer experience.

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