Verint® Systems, Inc. today announced that a U.S.-based bank in the southeast region has implemented the Impact 360® for Retail Financial Services solution from Verint® Witness Actionable Solutions®. A holding company with over $13 billion in assets, the financial services institution is dedicated to serving small businesses, middle market companies and retail customers.
Following its selection of Verint technology in July 2009, the bank deployed the branch workforce management software to support ongoing investments in maintaining and enhancing the customer experience. Leveraging the forecasting, scheduling and strategic planning functionality within the Impact 360 for Retail Financial Services solution, the financial services organization is well positioned to advance its focus on service quality, revenue generation and resource allocation as cost effectively as possible across its more than 150 branches.
With the Impact 360 solution, the bank can more accurately forecast transaction volumes and branch workload, create employee schedules that meet targeted customer service levels, and determine the optimal mix of staff—full-time, part-time and peak-time—within and across its branch operations. In doing so, the software helps forecast by day, and time of day, customer sales and service demand, and build a comprehensive staffing model that covers the full workload of the branch. Further, branch managers can now know, with a high degree of accuracy, how many customers they will service each day. With this insight, they can make more informed decisions about branch hours and schedules in order to deliver on the high-level of service their customers expect and deserve.
Impact 360’s forecasting functionality also allows the bank to create a model that aligns resources to its sales strategy and market opportunity. Quantifying resource costs associated with specific branch activities can help the financial institution make strategic decisions. With added scheduling capabilities, the software can provide the data needed to determine how to best utilize cross-trained resources, as well as create optimally scheduled times for revenue-generating/business development activities. Strategic planning functionality can help determine branch staffing levels to efficiently manage open requisitions and make the right hiring decisions to move toward a more optimal staffing mix that supports cost management, customer service and revenue generation.
“As banks emerge from the current financial environment, those that invest in technologies focused on enhancing the customer experience will be well served. This bank recognizes the strategic impact that branch workforce optimization can have on customer growth and retention,” says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “We’ve seen a trend among community and mid-market banks that want to use our Impact 360 solution not only to achieve rapid efficiency and revenue gains, but also to make more informed strategic decisions about funding future retail initiatives relative to cost and resource allocation based upon market opportunity. These banks are taking action now to be in a strong position as the economic climate turns.”
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
About Verint Systems, Inc.
Verint® Systems, Inc. (verint.com) is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 80 percent of the Fortune 100—use Verint solutions to capture, distill, and analyze complex and underused information sources, such as voice, video, and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners.
This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the year ended January 31, 2009. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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