call_center_ai · finance · workflow
Verint Open CCaaS helps VyStar Credit Union improve average speed of answer by over 200%
VyStar needed to optimize staffing, incorporate member voice into decision-making, and unify member feedback across channels to gain a holistic view of member experience and improve service levels.
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 · AI-powered speech analytics
Verint Da Vinci AI powers Verint Speech Analytics to analyze member interactions.
Tools used
Verint Open CCaaSVerint Da Vinci AIVerint Speech AnalyticsVerint Voice SurveyVerint Workforce Management
Outcome
By deploying Verint Open CCaaS solutions, VyStar gained a more holistic view of member experience, improved average speed of answer by over 200%, and continues to drive ongoing service improvements.
Results
Volumeover 200%
Grounding & classification
Source type: vendor customer story
24 fields verified against source quotes.
data extractionspeech to textcall recordingmetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedbankingcustomer satisfactionemployee productivityresponse time reductionvendor customer storycall center aicustomer supportdata sync enrichment