Call center ai · Production

Navy Federal Credit Union Unifies Departments with Centralized Workforce Management via Verint

The problem

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.

Workflow diagram · grounded in source

Disparate systems prompt consolidation

trigger

“Navy Federal used a variety of different tools and vendors for quality monitoring, workforce management, and leave management. In fact, it even relied on manual paper schedules or Excel spreadsheets in some cases.”

WFM deployed across departments

integration

“participated in four different initiatives to bring Verint Workforce Management to different areas of the business, including the contact center, branch, and back-office functions such as collections and real estate lending”

Speech Analytics flags interactions

ai_action

“immediately provide insights into quality assurance when customer interactions are flagged by Verint Speech Analytics”

Automated coaching scheduling

feedback_loop

“automatically schedule coaching sessions when agents' quality scores drop too low”

Employee self-service scheduling

output

“they're able to easily adjust their schedules through Verint Workforce Management request management functionality”

Reported 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.

Reported metrics

Employee retentionIncreased employee retention

Member satisfactionImproved member satisfaction

Cost savings from unified schedulingsignificant cost savings

Employee satisfaction with schedule controlincrease in satisfaction

Reported stack

Verint Workforce ManagementVerint Quality ManagementVerint Speech AnalyticsVerint Performance ManagementVerint Open Platform

Source

https://www.verint.com/case-studies/navy-federal-credit-union-unifies-departments-with-centralized-workforce-management/

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Frequently asked questions

What did this team achieve with this AI workflow?

Verint Workforce Management unified previously disparate departments under a single scheduling solution, delivering significant cost savings, increased employee retention, improved member satisfaction, and empowering…

What tools did this team use?

Verint Workforce Management, Verint Quality Management, Verint Speech Analytics, Verint Performance Management, Verint Open Platform.

What results were reported?

Employee retention: Increased employee retention; Member satisfaction: Improved member satisfaction; Cost savings from unified scheduling: significant cost savings; Employee satisfaction with schedule control: increase in satisfaction (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Disparate systems prompt consolidation → WFM deployed across departments → Speech Analytics flags interactions → Automated coaching scheduling → Employee self-service scheduling.