With Impact 360, branch and remote offices can gain insight into processes, staffing, and other decisions that may impact the cost and quality of the customer experience.

Branch and Remote Office Solutions

Verint Witness Actionable Solutions offers Impact 360 for Retail Financial Services software as well as consulting services to address the unique needs of branch and remote offices. Our workforce management and optimization solutions help enterprises gain an unprecedented level of visibility into customer services processes, workforce productivity and performance, and customer intelligence and the tools to manage these effectively.

Impact 360 for Retail Financial Services
Impact 360 for Retail Financial Services is a workforce optimization solution that provides bundled software and services for optimizing and managing labor in the retail banking and financial services market. It captures information on workforce performance, customer interactions, and customer service processes to help branch and remote offices change processes, adjust staffing, and make other decisions to improve cost management and the quality of the customer experience.

Impact 360 for Retail Financial Services provides practical functionality to help with a range of tasks:

Forecasting and scheduling to align staff with customer demand (often referred to as workforce management)
Planning to predict the number and type of staff you will need now and in the future
Adherence monitoring to see how closely employees stick to their schedules
Application analysis to capture employee desktop activities and application usage
Process analysis to measure the amount of time being spent on tasks and compare it with forecasts
Customer surveys to understand drivers of satisfaction, identify improvement areas, and gauge customer loyalty
eLearning to make training available directly from the employee desktop

Workforce Management
For smaller organizations such as community banks, we offer a hosted solution that puts forecasting and scheduling — more commonly known as workforce management — within their reach. Our solution provides productivity and scheduling efficiencies without the up-front costs of a customized workforce management solution.