Top 10 U.S. Retail Bank transforms lending operations with Verint Operations Manager
A specialty group within a top 10 U.S. retail bank's lending business was consistently missing SLAs despite mandatory daily and Saturday overtime, because managers lacked real-time data to measure employee productivity and there was no automated way to allocate and track work across 400-plus team members.
After deploying Verint Operations Manager, the group increased employee productivity by 40% within the first month, improved SLA performance by 60% (turnaround reduced from 7–10 business days to 4 days or less), eliminated all overtime, and reduced headcount by 10% through attrition; the solution subsequently expanded to five additional groups covering 26 teams nationwide.
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Frequently asked questions
What did this team achieve with this AI workflow?
After deploying Verint Operations Manager, the group increased employee productivity by 40% within the first month, improved SLA performance by 60% (turnaround reduced from 7–10 business days to 4 days or less), elimi…
What tools did this team use?
Verint Operations Manager, Verint Work Allocation Bot, Verint Desktop and Process Analytics, Verint Open Platform.
What results were reported?
Employee productivity increase: 40%; SLA performance improvement: 60%; Turnaround time reduction: from 7 to 10 business days to 4 days or less; Headcount reduction through attrition: 10% (source-reported, not independently verified).
How is this back office ops AI workflow structured?
Work arrives across five platforms → Work Allocation Bot routes work → Desktop analytics captures activity → Performance scorecards published → Manager coaching via real-time data.