The “Intelligent CX Platform” Company Streamlines and Secures Their VOE/VOI Process

Client Background

A major provider of customer experience (CX) services with almost 1,500 employees, Five9 was outsurcing its verifications of employment and income (VOIEs) to a large major provider. The company also faced unique challenges due to their complex compensation structures and the multi-job functions many of their employees held, requiring frequent manual intervention by HR.

Problem

The tech company’s existing verification provider could not effectively handle the intricacies of their compensation structure and multi-role employees. Only a few compensation categories were offered, which resulted in HR talking inbound calls and clarifying the reports for both commercial and government verifiers. Additionally, the current vendor used a file-feed integration, extracting employee data from the HRIS every pay period, whether or not a verification request was made. This method required constant manual oversight from both HR and IT, and any changes to the compensation structure within the HRIS system often broke the file-feed, causing further workload. Their outsourced solution required significant internal support.

Solution

Following a comprehensive review of VOIE vendors, the company selected Vault Verify as their solution provider. Vault Verify’s API technology was uniquely capable of addressing their complex requirements without overburdening internal teams. Their real-time API integration streamlined the verification process and eliminated the need for constant manual intervention. Vault Verify also distinguished itself by prioritizing data protection, accessing only the data required, which virtually eliminated data exposure. Vault Verify also refuses to re-sell employee data beyond its intended employee-requested purpose. Data monetization is a standard practice among larger vendors, since many are also data brokers. This commitment to security and efficiency solidified Vault Verify as the ideal partner for Five9.

Results

Since Five9’s go-live in 2018, Vault Verify operations:

• Completed 2,872 total verifications for the client
• Saved the client approximately $43,080 in internal labor costs (based on $15 per verification)
• Avoided 718 hours of internal administrative labor. Staff was able to focus on other HR and payroll projects, due to the greatly reduced workload.
• Prevented the third-party storage of employee data due to its ‘no-storage’ approach to VOIE reports

Five9 has been a long-term loyal client of Vault Verify. The implementation and ongoing service are 100% free to the employer, and the time and labor savings are real. Five9 has enjoyed positive ROI since the first day of service – instant ROI!

The VOIE service continues to exceed the client’s expectations and the HR department has indicated that they would recommend Vault Verify services to friends and colleagues.

(Results are from go-live date of 1/8/2018 through 12/31/2024)