Partnership to Address Staffing Resource Allocation Issues, Extending In-Branch Appointment Analytics into Workforce Optimization for Retail Banks
BOSTON and MELVILLE, N.Y., December 8, 2015 – TimeTrade, the leading provider of online appointment scheduling, today announced a partnership with Verint® Systems Inc. (NASDAQ: VRNT). Through the organizations’ new combined offering, banks will have a powerful solution to help convert first-touch interactions into high-value, long-lasting relationships throughout the customer journey.
Through this partnership, Verint and TimeTrade customers will now have the tools they need to deliver more seamless omnichannel experiences for consumers. The TimeTrade platform will integrate with the Verint Branch Workforce Optimization™ solution, enabling customers to research financial products and services, and schedule an appointment to meet with a branch professional on a desired date and time in their preferred branch location.
In addition to scheduling appointments with branch employees that have the right skills for a given topic, the combined offering can schedule remote financial specialists to meet with customers and branch employees by video conference for even greater omnichannel customer engagement. This enables the broader sharing of resources across the bank enterprise, whether they are in a contact center or another location. For example, for mortgage appointments, customers can schedule an appointment in their preferred branch but be connected with a mortgage representative in another location via video conference.
Following these interactions, key metrics can be automatically added into the bank’s performance management scorecards, enabling them to track customer satisfaction, gauge customer wait times and other efficiencies, determine interaction success rates, and identify areas for training and development.
“A top priority of the retail banking organizations we serve is to provide superior experiences to their customers—both on- and off-line—with the goal of also growing revenue,” notes Chris Zaske, global vice president, strategic operations, Verint Enterprise Intelligence Solutions™. “Partnering with TimeTrade and integrating with its platform supports this goal by helping our financial institution customers optimize branch personnel by scheduling their time to meet with customers and better utilize their capacity. By making it easy for customers to schedule appointments in advance, banks are connecting digital interactions with skilled branch associates that can improve close rates, as well as provide follow-up on future cross-sell and up-sell opportunities.”
“In-branch service has been suffering, and banks are losing customers as a result,” says Gary Ambrosino, CEO of TimeTrade. “We recently did a study and found that 60 percent of consumers lack a personal connection to their banks. In the same study, we found that a significant majority (83 percent) are willing to come into a branch during a week day if offered a guaranteed time to meet a representative.”
Adds Ambrosino, “We believe the responsibility is on the associates and bank managers to re-build these relationships. Our goal in bringing a TimeTrade and Verint solution together is to provide the tools banks need to make this vision a reality, so they no longer risk losing out to the competition.”