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

February 5, 2009

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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AICC member Jacada’s unified desktop system featured in CIO magazine

January 16, 2009

 

jacadaJacada (NASDAQ: JCDA) is a leading provider of unified desktop and process optimization software solutions for the customer service and support market. Jacada’s products and services are focused on two of the most important issues facing companies in today’s uncertain marketplace – customer retention and cost reduction. Jacada is a Herzliya based company with its world headquarters now in Atlanta. Oren Shefler, Jacada’s General Counsel is a member of AICC Board of Directors.

Nationwide Uses Unified Desktops to Boost Customer Satisfaction

What’s one way to keep customers happy? Making your employees’ lives easier. Nationwide Insurance’s IT department did just that by streamlining the applications that a customer service representative (CSR) uses to handle calls. Now a unified desktop solution links disparate applications to give reps a single view of a customer’s information.

Since implementing the new system, Nationwide has decreased call time by up to 20 percent, and a CSR can take up to 10 extra calls per day.

Srinivas Koushik, CIO for Nationwide’s Property and Casualty Division, began thinking about how IT could improve service after visiting the company’s call centers. He noticed that IT hadn’t provided a single tool to make work easier for the CSRs. Before unification, billing, claims and administrative data were housed in different programs that loaded separately, which lengthened call time and led to customers being put on hold.

The WorkSpace solution from Jacada is a browser-based interface with tabs for billing, claims, logistics and sales. CSRs can quickly see customer information so they can make informed decisions about handling a call.

“The new system puts all the information together in one place,” says Koushik. The CSRs also have to master fewer programs, which shortens training time. Koushik and his team have rolled out the solution to two of the company’s four call centers.

Nationwide created a kind of dashboard for the CSR, says Bob Hafner, managing VP of communications applications for Gartner. This trend is gaining traction as information mash-ups are becoming common and the tendency is to “bring dissimilar but necessary applications together for the individual to do their job.”

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