call_center_ai · finance · workflow
Verint Speech Analytics and Voice Survey help VyStar Credit Union reduce call abandonment 71.6% and improve member ratings
VyStar's exponential growth brought it under additional CFPB regulatory oversight on top of existing NCUA, FDIC, and OCC requirements, creating pressure to improve operational efficiency and member experience at scale while managing expanded compliance obligations.
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 · Member interaction data collection
Member voice interactions and transactional surveys generate the raw data for VyStar's closed-loop member satisfaction tracking.
Tools used
Verint Speech AnalyticsVerint Voice SurveyVerint Da Vinci AIVerint Open PlatformPower BI
Outcome
Following deployment of Verint Speech Analytics and Verint Voice Survey with voice of member dashboards, VyStar improved average speed to answer by 64.7%, reduced call abandonment rates by 71.6%, raised member ratings by 7.5%, and increased agent satisfaction by 4.7%.
Results
Volume64.7%
Grounding & classification
Source type: vendor customer story
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data extractionsentiment analysisspeech to textcall recordingform submissionmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedbankingcustomer satisfactionemployee productivityresponse time reductionvendor customer storycall center aicustomer supportquality assuranceextract classify routemonitor detect alert