Verint’s Branch Workforce Management solution powered by CloudCords enables banks to forecast demand and schedule the right mix of bankers across the entire network to help meet service, efficiency and revenue goals.
Verint recently acquired Kiran Analytics, a provider of best-in-class, cloud branch workforce management software and consulting services, to ensure all customer service channels have best-in-breed solutions.
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Learn more at https://kiran.com/
Non-value-add activities, manually intensive processes, and outdated tools create inefficiencies, inconsistent service, and inadequate time for customer-value-add activities.
Verint’s Branch Operations Field Studies provide unbiased, detailed view of customer arrivals and wait times, branch workflows, and time spent serving customers and completing administrative tasks. The analysis also helps assess the “needs met” effectiveness of relationship bankers.
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For decades organizations have been recording and monitoring phone calls in the contact center to increase quality, improve customer experience, and ensure compliance. But what of those critical face-to-face conversations that take place in bank branches and other distributed service centers, like government agencies, cable offices, and more?
Verint Face-to-Face Voice Interaction Recording can capture in-branch customer experiences from the desktop, tablet or mobile device. The interactions can be reviewed to help improve employee performance, increase sales effectiveness and continually deliver an exceptional branch customer experience.
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Many tasks performed in bank branches are tedious, redundant, and diminish employee engagement. Robotic Process Automation (RPA) can automate repetitive, rules-based tasks, freeing up branch staff to focus on the customer.
For the more complex processes, Verint Process Assistant can guide employees with automation wizards that overlay applications, showing staff exactly what to do.
Additionally, Verint Application Visualizer can capture data and desktop activity and transform the data into key metrics displayed in Verint Performance Management scorecards. Employees and managers can see how they are performing against goals and easily identify opportunities for improvement.
Now your employees can:
"As customer interactions with the bank were evolving, we wanted to make our branch staffing decisions based on sound analytics rather than instincts. We performed an extensive review of solutions and found that CloudCords addressed our business and technical requirements better than the alternatives."
"What Verint brought was consistency with how we scheduled across the board to make sure we are staffing correctly in all our stores."
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東京都新宿区麹町5-1
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