Case Study: Orange County’s Credit Union (OCCU) achieves $25K savings, 5% improved service and sub‑1‑year ROI with Verint Systems' Workforce Management Professional

Orange County’s Credit Union - Customer Case Study

Orange County’s Credit Union (OCCU) is a not‑for‑profit credit union in California serving members across Orange, Los Angeles, Riverside, and San Bernardino counties through seven branches that handle roughly 216,150 transactions a month. High transaction volumes and a shared workforce between branches and the contact center made employee scheduling a constant struggle, leaving branches frequently short‑staffed because priority was given to contact center coverage.

OCCU implemented Verint Workforce Management Professional to provide flexible agent and teller scheduling integrated with its existing systems, using forecasting, occupancy monitoring, exception planning, and half‑hour transaction uploads to enable real‑time adjustments and cross‑branch reassignments. The solution reduced guesswork, shortened call times, improved service levels by about 5%, boosted conversion rates, saved at least $25,000, and delivered full ROI in under one year.