Case Study: VSP Vision Care achieves $3.1M in contact-center savings and 10% staffing reduction with Verint Systems' Impact 360 solution

Verint’s impact 360 saves millions for VSP vision care

VSP Vision Care, the nation’s largest nonprofit vision benefits provider with 55 million members and 27,000 doctors, faced a major technology and service challenge: replace an outdated telephony environment while handling 450,000–500,000 calls per month and improving customer care as part of its One Voice and “Be the Best” initiatives.

VSP implemented Verint’s Impact 360 workforce optimization suite (quality monitoring, speech and data analytics, scorecards and eLearning), which delivered real‑time agent feedback and a unified customer view. Results included $3.1 million in savings, average handle time falling from 300 to 267 seconds, a 10% reduction in staffing, $900,000 in cost avoidance from improved first‑call resolution, sustained 93% employee satisfaction, and planned further back‑office savings.

VSP Vision Care

Dan Salter

Manager of Contact Center Operations