Published on 15 October, 2014
|The institution implements Verint software to optimise processes and work performed in back-office operation
Verint® Systems Inc. recently announced that a leading financial services institution is gaining greater visibility into the effectiveness of its annuities division with Verint Back-Office Workforce Management™. The solution — which includes forecasting and scheduling for back-office operations functions, as well as performance management and desktop and process analytics capabilities — is helping the company identify productivity gaps and opportunities to increase capacity, throughput and efficiency across the division.
As an existing Verint customer, the organisation already leverages such workforce optimisation solutions as Verint Call Recording™, Verint Quality Monitoring™ and Verint Speech Analytics™ in its customer engagement centre. To expand the benefits it was already experiencing, it added workforce management software last year to gain further visibility into how work is processed and performed in its back-office operations, which it recognises as playing an instrumental role in shaping the customer experience. In addition, the institution was keen to address the challenge of overtime with the ability to better forecast and schedule its annuities staff and streamline capacity and work allocation across specific teams, functions and activities.
With Verint Back-Office Workforce Management, the organisation is now able to capture data on work performed, as well as non-production work, such as training, meetings and special projects. This intelligence is then translated into holistic capacity plans that span teams, functions and locations across the entire annuities division. When used in combination with desktop and process analytics, it is able to find hidden capacity and improve processing quality, compliance and time by identifying deviations, as well as provide guidance and monitoring for process adherence.
Using the knowledge, insights and data gained through the Verint solutions, it also can monitor and improve throughput, accuracy and customer service using the software’s performance management scorecards and dashboards. This functionality enables the division to tie the activities of individuals and teams to company goals, adjust training and processes as needed and implement continuous improvement cycles.
“This long-time customer has already seen the value that Verint’s workforce optimisation solutions offer in the contact centre or customer engagement centre. Extending our solutions into the back office is helping it build a more efficient and flexible environment to set employees up for success and to help ensure customers get the consistent, high-calibre service they expect from the organisation,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™.