Call center ai · Production

Verint Open CCaaS helps VyStar Credit Union improve average speed of answer by over 200%

The problem

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.

Workflow diagram · grounded in source
1
AI-powered speech analytics
ai_action
“Verint Da Vinci AI-powered Verint Speech Analytics”
2
Voice survey feedback collection
integration
“Verint Voice Survey”
3
Omnichannel feedback aggregation
integration
“creating an omnichannel view of member feedback, including speech analytics findings and feedback from surveys”
4
Staffing and decision-making optimization
output
“Optimizing staffing, bringing the voice of the member into the decision-making process”
5
Service level improvement
output
“improved average speed of answer by over 200% and continues to drive continuous improvement to deliver a superior member experience”
Reported 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.

Reported metrics
Average speed of answerover 200%
Member experience viewmore holistic view of member experience
Service levelsbetter equipped to meet and improve service levels
Reported stack
Verint Open CCaaSVerint Da Vinci AIVerint Speech AnalyticsVerint Voice SurveyVerint Workforce Management
Source
https://www.verint.com/case-studies/best-of-breed-verint-open-ccaas-solutions-drive-cx-automation-to-help-vystar-credit-union-deliver-a-superior-member-experience/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

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.

What tools did this team use?

Verint Open CCaaS, Verint Da Vinci AI, Verint Speech Analytics, Verint Voice Survey, Verint Workforce Management.

What results were reported?

Average speed of answer: over 200%; Member experience view: more holistic view of member experience; Service levels: better equipped to meet and improve service levels (source-reported, not independently verified).

How is this call center ai AI workflow structured?

AI-powered speech analytics → Voice survey feedback collection → Omnichannel feedback aggregation → Staffing and decision-making optimization → Service level improvement.

Related call center ai cases