Case Study

VyStar Credit Union Manages Customer Engagement and Innovates for Members with Verint

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 gains value using best-of-breed Verint Open CCaaS solutions to manage customer engagement and innovate for its members. With Verint Workforce Management, the credit union can accurately predict and forecast the labor required to effectively address member needs. With Verint Application Visualizer, it can track desktop activity when agents engage with members, enabling it to improve efficiency, reduce time to serve, and increase employee satisfaction. With Verint Speech Analytics, it can analyze 100% of customer calls for sentiment and key quality, operational, and member insights. Subsequently, VyStar can provide better service to members, as well as more effectively meet the challenges of changing workforce and member needs.