Call center ai · Production
Verint Open CCaaS Platform fuels CX automation and One Workforce approach at Navy Federal Credit Union
The problem
(not stated)
Workflow diagram · grounded in source
1
Platform adoption for automation
trigger
“it leverages Verint Open CCaaS Platform and best-of-breed Verint Workforce Engagement applications to innovate, automate, and optimize its operations”
2
Multi-tool CX automation
ai_action
“Verint Workforce Management, Verint Quality Management, Verint Performance Management, and Verint Speech Analytics fuel CX automation at Navy Federal”
3
One Workforce capacity balancing
output
“enabling a One Workforce approach to balance and support the capacity needs across different areas of the business, improve speed and efficiency, and, at the same time, provide greater flexibility to employees”
Reported 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.
Reported metrics
Operational improvementinnovate, automate, and optimize its operations
Speed and efficiencyimprove speed and efficiency
Employee flexibilityprovide greater flexibility to employees
Reported stack
Verint Open CCaaS PlatformVerint Workforce EngagementVerint Workforce ManagementVerint Quality ManagementVerint Performance ManagementVerint Speech Analytics
Source
https://www.verint.com/case-studies/verint-open-ccaas-platform-fuels-cx-automation-and-one-workforce-approach-at-navy-federal-credit-union/
Read source ↗Frequently asked questions
What did this team achieve with this AI workflow?
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.
What tools did this team use?
Verint Open CCaaS Platform, Verint Workforce Engagement, Verint Workforce Management, Verint Quality Management, Verint Performance Management, Verint Speech Analytics.
What results were reported?
Operational improvement: innovate, automate, and optimize its operations; Speed and efficiency: improve speed and efficiency; Employee flexibility: provide greater flexibility to employees (source-reported, not independently verified).
How is this call center ai AI workflow structured?
Platform adoption for automation → Multi-tool CX automation → One Workforce capacity balancing.