Case Study

Best-of-Breed Verint Open CCaaS Solutions Drive CX Automation to Help VyStar Credit Union Deliver a Superior Member Experience

VyStar is the 13th-largest credit union in the country and serves more than 925,000 members, including 50,000 small business members, with over $13.5 billion in assets. Learn how Florida’s second largest credit union drives CX automation with best-of-breed Verint Open CCaaS solutions, including Verint Da Vinci AI-powered Verint Speech Analytics, Verint Voice Survey, and Verint Workforce Management. Optimizing staffing, bringing the voice of the member into the decision-making process, and creating an omnichannel view of member feedback, including speech analytics findings and feedback from surveys, VyStar has a more holistic view of member experience and, in turn, is better equipped to meet and improve service levels. As a result, it improved average speed of answer by over 200% and continues to drive continuous improvement to deliver a superior member experience.