AICC Member Verint Witness Actionable Solutions Impact 360 to be Deployed by SunTrust

verintVerint Witness Actionable Solutions an Atlanta based division of Israeli company Verint is the leader in analytics-driven workforce optimization software and services. Its solutions are designed to help organizations 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, speech and data analytics, customer feedback surveys, 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. Oren Stern, Verint’s VP, Business Enablement is a member of AICC Board of Directors and Software Committee.

suntrustSunTrust Banks, Inc., with total assets of $189.3 billion on December 31, 2008, is one of the nation’s largest and strongest financial holding companies. Arie Goldshlager, Group Vice President, Marketing Manager at SunTrust Banks is a member of AICC Board of Directors, Software and Telecommunications Committees.

Impact 360 for Retail Financial Services from Verint Witness Actionable Solutions to be Deployed by SunTrust to Support Client Service and Branch Network Efficiency

Verint announced that SunTrust Banks, Inc. is implementing Impact 360® for Retail Financial Services – the workforce optimization solution specifically designed for retail bank branches – from Verint® Witness Actionable Solutions®. SunTrust will deploy the forecasting and scheduling solutions to help optimize staffing levels for both tellers and platforms/sales areas across its entire network of over 1,600 branches. 

Leveraging the solution, users of Impact 360 at SunTrust can benefit from new levels of visibility into client service processes, workforce productivity and performance, and the client experience. The tool provides a forecast of customer traffic patterns and demand in branches, and then cost effectively schedules branch staff to meet client needs. The solution is designed to help branch managers design schedules based on forecasted activity as well as employee skills and scheduling preferences. Managers also can respond real-time to changes in plan, such as unexpected absences, by modifying schedules to best meet service levels. 

“SunTrust is committed to providing exceptional service, and we want to ensure that we do so as efficiently and as responsibly as possible,” explains Jane Barringer, group vice president of Retail Staffing for SunTrust Banks. “Verint’s understanding of our organization and the banking industry, along with its partnership in customizing the deployment to meet our unique needs, made it stand out.” 

“At a time in the industry when budgets are constrained, banks can take a decisive and forward-thinking step to help ensure they maintain their customer bases and market positions by implementing a workforce management solution that helps balance responsible cost management with customer service excellence,” adds Darryl Demos, general manager of the Enterprise Solutions Group within Verint Witness Actionable Solutions. 

Today, more than 65 banks and credit unions around the globe use Impact 360 for Retail Financial Services to help optimize resources across their branch operations. That includes eight of the top 10 U.S. banks, four of the top five Canadian banks and three of the top five Australian banks.

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