Case Study: VyStar Credit Union boosts member experience with Verint Systems CX Automation

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

VyStar Credit Union, the second largest credit union in Florida, needed a better way to measure and improve member experience across branch, phone, and chat channels. Using Verint Speech Analytics and Verint Voice Survey, VyStar set out to gain a more complete view of member satisfaction and identify actionable improvement areas.

Verint Systems implemented a closed-loop voice of the member approach with dashboards that gave VyStar detailed insight down to the specialist level. The results were strong: average speed to answer improved by 64.7%, call abandonment dropped by 71.6%, agent satisfaction rose by 4.7%, and member ratings increased by 7.5%, helping VyStar make smarter operational decisions and strengthen service quality.

VyStar Credit Union

Pablo Diaz de Sandi

Vice President, Voice of the Member