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Verint - Heritage Trust Federal Credit Union

Verint® Systems

Presented By: Verint® Systems


  • The Problem:

    South Carolina-based Heritage Trust Federal Credit Union (HTFCU) is a financial institution that provides a complete array of financial products and services for its members.

    To effectively meet its members’ service expectations, HTFCU decided to invest in a solution to monitor and record member interactions. Moreover, as a financial institution, HTFCU needed to record 100 percent of its calls for compliance purposes. At the time, the company’s recording method consisted of voice recorders on the telephone, which proved to be both inefficient and unreliable.

  • Solution:

    To fulfill its customer interaction recording needs, HTFCU implemented a recording solution from Verint® Witness Actionable Solutions® that allows for full-time customer interaction recording in an IP environment. HTFCU selected this application for its high reliability and archival simplicity.

    The solution handles HTFCU’s call volumes with great ease, recording 100 percent of the credit union’s member interactions. Further, the solution makes managing the captured interactions much easier.

  • Result:

    --Increased performance scores by 50 percent
    --Increased supervisor productivity by 20 percent
    --Decreased search and retrieval time by 30 percent

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