Case Study: Heritage Trust Federal Credit Union achieves 50% improved agent performance and 100% call‑recording compliance with Verint Systems Impact 360 IP Recording

Heritage Trust Federal Credit Union - Customer Case Study

Heritage Trust Federal Credit Union, a South Carolina credit union serving more than 70,000 members, faced a challenge in its Summerville call center: handling nearly 1,000 inbound and outbound calls daily while meeting strict compliance requirements and improving member service. Their legacy voice-recorders were inefficient and unreliable, and the credit union needed a fully automated, VoIP-compatible recording solution that provided reliable capture, easy management and robust archival capabilities.

HTFCU deployed Verint’s Impact 360 IP Recording to record 100% of interactions within its Cisco VoIP environment, automatically tag and archive calls for one-year retention, and enable live monitoring and targeted coaching. The system sped retrieval to seconds, supported training from real call examples, and drove measurable gains: a 50% increase in agent performance scores, 20% higher supervisor productivity, and a 30% reduction in search and retrieval time.

Heritage Trust Federal Credit Union

Ariel Smith

Network Services Manager, Information Technology