Case Study: Top 10 U.S. Retail Bank transforms lending operations with Verint Systems Operations Manager

Top 10 U.S. Retail Bank Transforms Lending Operations with Verint Operations Manager

A Top 10 U.S. Retail Bank faced major lending-operations challenges in its commercial lending business, including five work platforms, hundreds of work types, no automated way to assign or track work across 400-plus employees, missed SLAs, and costly overtime. The bank turned to Verint Systems and its Operations Manager to help streamline the underperforming specialty group.

Verint Systems implemented Operations Manager to automate work assignment and tracking, creating a more efficient way of working across the team. The solution reduced missed SLAs, lowered the need for mandatory overtime, and helped alleviate employee burnout, improving productivity and engagement in a highly complex environment.