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VyStar Credit Union improves security and customer experience

This article appears in the issue September/October 2019 [Volume 28, Issue 5]

VyStar Credit Union has expanded its partnership with Verint to enhance the security of member information in VyStar’s contact center.

VyStar will be adding Verint Identity Authentication and Fraud Detection to reduce operational costs and protect member identity, while improving the overall experience of its more than 655,000 members.

According to the companies, because of today’s enhanced security on credit cards and online channels, fraudsters are targeting contact centers as a more vulnerable entry point into organizations to gather consumer information and potentially steal their identity and money. 

At VyStar, multiple layers of protection will be provided by Verint, starting with adaptive fraud analytics, to perform real-time threat analysis prior to the call reaching an agent.

This includes analyzing both telephony and voice self-service behavioral data, where unique characteristics and patterns often give clues ahead of a fraudulent event. Once the call reaches a live agent, the voice is further analyzed through Verint’s embedded voice biometrics, and the customer can be authenticated seamlessly, or identified as a fraudster.

“A fraud situation is a highly emotionally-charged event, one that can either reinforce member trust or potentially destroy it,” said Melissa Thomas, SVP of Operations and Payments, VyStar Credit Union. “Automating our fraud detection with Verint will help our fraud department achieve incredible time savings over previous manual methods. These new Verint solutions in our contact center can take pressure off the employees by providing proactive fraud indicators in real-time to prevent fraud activity before it begins, while ensuring an excellent member experience.”

Alongside VyStar’s most recent adoption of Identity Authentication and Fraud Detection, the company has also invested in Verint’s Enterprise Feedback Management, Desktop and Process Analytics, Speech Analytics and Automated Quality Management solutions to address today’s digital transformation in workforce engagement, intelligent self-service, voice of the customer, fraud and compliance.

For more information, go here.


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