call_center_ai · finance · workflow
Navy Federal Credit Union Unifies Departments with Centralized Workforce Management via Verint
Navy Federal Credit Union relied on a mix of disparate tools, vendors, manual paper schedules, and Excel spreadsheets to manage quality monitoring, workforce management, and leave management across departments, resulting in a disjointed member experience and quality or coaching gaps that went unnoticed due to siloed systems.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Disparate systems prompt consolidation
Navy Federal used a variety of different tools and vendors for quality monitoring, workforce management, and leave management, including manual paper schedules or Excel spreadsheets in some cases.
Tools used
Verint Workforce ManagementVerint Quality ManagementVerint Speech AnalyticsVerint Performance ManagementVerint Open Platform
Outcome
Verint Workforce Management unified previously disparate departments under a single scheduling solution, delivering significant cost savings, increased employee retention, improved member satisfaction, and empowering employees with self-service schedule management.
Results
Cost replacedsignificant cost savings
Running sincemore than a decade ago
Grounding & classification
Source type: vendor customer story
28 fields verified against source quotes, 1 dropped as unverifiable.
anomaly detectionquality inspectioncall recordingmetric backednamed customerproduction runtime claimedsource backedvendor confirmedworkflow describedbankingfinancial servicescost reductioncustomer satisfactionemployee productivitytime savedvendor customer storyback office opscall center aihr opsquality assuranceescalation workflowmonitor detect alert