Case Study: VSP Vision Care saves $3M and boosts customer satisfaction with Verint Systems' Impact 360 Workforce Optimization

VSP Vision Care - Customer Case Study

VSP Vision Care, the largest not‑for‑profit vision benefits company in the U.S. with more than 55 million members and two high‑volume contact centers handling 20,000–25,000 calls per day, needed to modernize telephony and improve customer care without disrupting its strong employee culture. Facing outdated phone systems and limited, point‑in‑time performance data, VSP launched “One Voice” and “Be the Best” initiatives to maintain peak service levels, gain deeper insight into CSR performance, and move from snapshot metrics to trended, actionable intelligence.

VSP implemented Verint’s Impact 360 workforce optimization suite (workforce management, quality monitoring, speech and data analytics, scorecards, eLearning) plus a business enablement program and close customer success support. The solution enabled real‑time scorecards, better forecasting and scheduling, targeted coaching from recorded calls, and integrated customer history. Results included roughly $3 million saved in year one, improved handle times, CSR availability and shift scheduling, customer satisfaction rising from 83% to 85%, reduced WFM administration, and stronger CSR performance and coaching.

VSP Vision Care

Laura Costa

Chief Operating Officer