Best-of-Breed Verint CX Automation Helps VyStar Credit Union Boost Member Experience

With Verint Speech Analytics and Verint Voice Survey, VyStar, the second largest credit union in Florida, tracks and measures member satisfaction across channels to help ensure a superior member experience.

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The results

  • 64.7%

    Improved average speed to answer by 64.7%.

  • 71.6%

    Reduced call abandonment rates by 71.6%.

  • 7.5%

    Elevated member ratings by 7.5%.

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Benefits

With a closed-loop process to track and measure member satisfaction through transactional surveys and unstructured data from member voice interactions, VyStar gained valuable insights into member needs and preferences across channels, including branch, phone, and chat. The tracking is available across multiple geographic locations, and management can drill down to an individual specialist level. This level of detail provides VyStar with a comprehensive understanding of the member experience and actionable data for targeted improvement areas.

Following the deployment of Verint Speech Analytics and Verint Voice Survey and the implementation of innovative voice of the member dashboards, VyStar saw significant year-over-year performance improvement. Average speed to answer rose by 64.7 percent, while call abandonment rates plummeted by 71.6 percent.

At the same time, and equally important, VyStar improved both agent and member ratings. Overall, agent satisfaction rose by 4.7 percent and member ratings of the credit union climbed by 7.5 percent.

“With Verint Open Platform and best-of-breed solutions, combined with the implementation of our voice of the member dashboard, we have further demonstrated our deep commitment to superior member experience,” says VyStar Credit Union Vice President, Voice of the Member, Pablo Diaz de Sandi.

With an accurate, holistic view of member satisfaction, VyStar can readily identify areas for improvement. Further, with the insights gained from Verint Speech Analytics and Verint Voice Survey, it can focus on those areas that will have the biggest positive impact on member experience. In addition, it can make more informed decisions about operational changes and where to allocate resources for the greatest efficiency gains.

“Our focus on accurately and holistically measuring member satisfaction and establishing a governance framework to improve the member experience, while managing costs and scaling operations, are best practices that set VyStar apart,” Diaz de Sandi concludes.

Featured Verint solutions

  • Speech Analytics

    Verint is proud to offer the most-used and highest-rated speech analytics software on the market. Learn how to get more insights out of every interaction.
  • Voice Survey

    What do customers really think about your business? It’s a deceptively simple question and one of your biggest challenges in today’s highly competitive market.
  • Verint Open Platform

    Leverage an open platform powered by data, AI and bots to drive CX Automation.

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