The solution helps U.S. Bank enhance customer service and increase operational efficiency at its 2,518 branch locations throughout the country. The retail bank, which is already recognized as a leader in operating efficiency and customer experience, uses Verint Witness Actionable Solutions' workforce optimization (WFO) solution to deliver more efficient customer service, support extended bank hours, and expand sales and services through its branch staff.

"Enhancing the customer experience is a major initiative for us. We want customers to feel valued when they walk into their U.S. Bank branch," explains Rick Hartnack, vice chairman and head of Consumer Banking at U.S. Bancorp, parent company of U.S. Bank. "Working closely with the Verint team during our implementation of Impact 360 for Retail Financial Services reinforced to us that this was the company and the solution that would help provide that edge in the marketplace. We can now assess and redeploy our resources strategically - by market, by day and by time of day - placing us in a strong competitive position."

In searching for a workforce optimization solution that complemented its vision, service initiatives and programs, U.S. Bank focused on technology that would help it deliver best-in-class customer experiences. Further, the organization looked to manage both costs and resources more effectively throughout its network of retail branches.

To help guarantee that branch locations continue to provide their customers with the highest level of service, Verint Witness Actionable Solutions has worked closely with U.S. Bank to help ensure a large percentage of teller staffing hours are dedicated to walk-in customer transactions, while also increasing the value of its services, minimizing costs, boosting effectiveness of proactive selling and business development, and delivering consistent customer experiences at every touch point.