call_center_ai · finance · workflow
Verint Open CCaaS Platform fuels CX automation and One Workforce approach at Navy Federal Credit Union
(not stated)
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 · Platform adoption for automation
Navy Federal Credit Union leverages the Verint Open CCaaS Platform and Workforce Engagement applications to innovate, automate, and optimize its operations.
Tools used
Verint Open CCaaS PlatformVerint Workforce EngagementVerint Workforce ManagementVerint Quality ManagementVerint Performance ManagementVerint Speech Analytics
Outcome
Navy Federal uses the Verint platform to balance and support capacity needs across different areas of the business, improve speed and efficiency, and provide greater flexibility to employees.
Grounding & classification
Source type: vendor customer story
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quality inspectionspeech to textcall recordingnamed customertools describedworkflow describedbankingcycle time reductionemployee productivityvendor customer storyback office opscall center aihr ops