Branch Operations | Verint Systems

Improve Customer Experience in Bank Branches

Bank branches are undergoing a tremendous transformation, including new formats, technologies, and services offered. But one area of branch transformation that hasn’t really been addressed are the employees.

Do you have the right mix of staff, with the right skills, available at the right time?
Are your bankers making the most of customer visits: understanding their needs, building relationships and offering the right products and services?
Are your staff bogged down by outdated systems and manual tasks that could be automated?

Verint Branch Workforce Engagement solutions and services can help optimise the performance of branch staff to improve your customers’ experience.

Branch Workforce Planning and Management

Customer Experience in the Bank Branch

Bank Branch Automation

Branch Workforce Planning and Management

Verint recently acquired Kiran Analytics, a provider of best-in-breed, purpose-built cloud Branch Workforce Management solutions that help you forecast demand, create staffing plans and schedule the right mix of bankers across the entire network throughout the day to achieve target service levels, operational efficiency, and revenue growth. When complemented by advisory services that can encompass branch field studies, open hours optimisation, wait-time analysis and more, banks can optimise their branch resources to deliver an exceptional customer experience.

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Customer Experience in the Bank Branch

For decades organisations have been recording and monitoring phone calls to improve quality and ensure compliance. But what of those critical face-to-face conversations that take place in the branch?

Verint Face-to-Face Voice Interaction Recording can capture in-branch customer exchanges from the desktop, tablet or mobile device. Desktop activity can be captured and transformed into key metrics displayed in Verint Performance Management scorecards.

Banks now have the actionable intelligence needed to improve employee skills, compliance and the in-branch customer experience.

Bank Branch Automation

Many tasks performed in bank branches are tedious, redundant, and a drain on employee time and 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. RPA and Process Assistant can help banks adhere to processing standards, and deliver a more consistent customer experience.