Verint Systems Inc. announced that SunTrust Banks, Inc. implemented 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.
"At a time in the industry when budgets are constrained, banks can take a decisive 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.