Case Study: First Tech Federal Credit Union achieves actionable voice analytics and faster targeted QA with Voci Technologies

First Tech Federal Credit Union - Customer Case Study

First Tech Federal Credit Union, a $10.6+ billion institution serving 520,000 members, faced a major analytics gap: while it collected NPS and other metrics, it lacked voice-based insight from the roughly 3,500 daily contact center calls needed to understand member needs and measure campaign effectiveness. In 2016 First Tech Federal Credit Union turned to Voci Technologies, deploying Voci’s speech‑to‑text and analytics platform (including V-Spark) to capture and analyze member conversations and close that visibility gap.

Voci Technologies’ transcription and forensic search tools let First Tech combine voice data with other sources to surface high‑level themes, verify agent performance, and target coaching—shrinking review sets from hypothetical thousands of calls to lists of 100 or even 30 relevant calls. The solution improved QA efficiency, accelerated response during crises (e.g., regional disasters), revealed self‑service opportunities, and gave First Tech measurable, actionable insights to prioritize work and demonstrate ROI.

First Tech Federal Credit Union

Byron Tatman

Senior Program Manager for Member Experience