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VyStar Credit Union Improves Member Experience, Reduces Fraud with Verint Identity Authentication Solution

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Verint Helps Financial Services Company Enhance Data Security, Protect Member Identity and Drive Operational Efficiencies

Verint Systems Inc., The Customer Engagement Company, announced that 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 VyStar’s over 655,000 members.

“We embrace a partner like Verint that understands our business and is focused on delivering quantifiable business outcomes across multiple member touch-points.”

With 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.

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“A fraud situation is a highly emotionally-charged event, one that can either reinforce member trust or potentially destroy it,” said Melissa Thomas, Senior Vice President 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.”

As an integrated part of its comprehensive Customer Engagement portfolio, Verint’s Identity Authentication and Fraud Detection offering will help VyStar reduce fraud losses, the amount of time spent authenticating members, and operational costs to detect fraudulent behavior.

“VyStar is excited about the breadth of solutions and depth of expertise Verint brings to the table,” added Chad Meadows, Chief Operating Officer, VyStar Credit Union. “We embrace a partner like Verint that understands our business and is focused on delivering quantifiable business outcomes across multiple member touch-points.”

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Verint’s John Goodson, senior vice president and general manager, products, adds, “With Verint Branch Security and Investigation offerings having combated fraud in VyStar’s branch locations since 2015, we are thrilled that VyStar has elevated its partnership with Verint to fight fraud in the contact center.”

Alongside VyStar’s most recent purchase 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.

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