Verint Systems has announced that SunTrust Banks has implemented Impact 360 for retail financial services, the workforce optimization system designed for retail bank branches from Verint Witness Actionable Solutions.
SunTrust plans to deploy the forecasting and scheduling system to help optimize staffing levels for both tellers and platforms/sales areas across its entire network of over 1,600 branches.
Leveraging the system, 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 forecast of customer traffic patterns and demand in branches, and then schedules branch staff to meet client needs, said Verint Systems.
According to Verint Systems, the system 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 meet service levels.
Jane Barringer, group vice president of retail staffing at SunTrust Banks, said: Verint’s understanding of our organization and the banking industry, along with its partnership in customizing the deployment to meet our needs, made it stand out.
