Case Study: Navy Federal Credit Union achieves CX automation and a one-workforce approach with Verint Open CCaaS

Navy Federal Credit Union supports 13 million members with Verint Open CCaaS Platform

Navy Federal Credit Union, serving 13 million members as the world's largest credit union, sought to innovate, automate, and optimize its customer experience operations. The organization turned to Verint and its Open CCaaS Platform to help improve speed, efficiency, and employee flexibility while balancing capacity needs across the business.

The solution involved implementing Verint's platform alongside its Workforce Engagement applications, including Verint Workforce Management, Quality Management, Performance Management, and Speech Analytics. By leveraging this technology from Verint, Navy Federal adopted a One Workforce approach, which fueled customer experience automation and helped achieve improved operational efficiency and greater workforce flexibility.

Navy Federal Credit Union