Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Andrea Ridge
Sr. Quality Manager
Jeffrey Newman
Manager, Customer Care
Tracy Hays
Director, Customer Service

Case Studies : Bank of The West

Since its formation in California in 1874, Bank of The West has seen its business undergo many dramatic changes. Initially, the bank was formed to support farmers in Northern California. The bank has grown aggressively through 15 acquisitions in a two-decade period. As a result, Bank of The West now serves more than 3.75 million consumer and business accounts in 19 Western and Midwestern states.  Currently, Bank of The West has $55.6 billion in assets, more than 700 branch banking locations and commercial offices, and nearly 10,000 employees.

Typically, such a spectacular metamorphosis begets managerial challenges, and a major one that the bank has faced is standardizing its business processes. Upon completing an acquisition, the bank faces performance measurements and staffing model issues in the newly-acquired branches. Consistency throughout the footprint is the key to improving operations, enhancing customer service, creating greater operating efficiency, and increasing sales.

Branches serve as the frontlines for retail banks, and thus it is especially important to address their issues. Industry studies show that 9 of out every 10 customers visit a branch at least once per month, where approximately 95% of all sales transactions are completed. U.S. companies spend $124 billion on branch office staff each year.

Bank of The West has an overall Customer Service Satisfaction rating of 90% from its customers and has the distinguished Greenwich Associates Award, among others for outstanding customer service. While Bank of The West is known for their superior customer service, it constantly strives to do better and raise the industry standard. In addition to streamlining its branch office staffing efforts, Bank of The West wanted to improve its back office operations. Federal regulations require financial institutions to keep a certain amount of cash in reserves. If they have too little on hand, they are forced to request special “emergency” deliveries, a service that comes at a significant cost. If banks have too much cash on hand, they lose the interest that their money could be generating. Bank of The West, therefore, was also on the lookout for a better way to manage its cash.

When it comes to banking technology solutions, GMT Corp. is one of Bank of The West’s most strategic partners. The relationship started in 1996 when the financial services institution began using GMT’s Planet workforce optimization system to improve teller staffing.

The product – easy to use, accurate, and affordable – delivered so much functionality that the financial services company expanded its use of GMT Planet to its contact center. The system supports skills-based scheduling, reports real-time adherence, and ensures compliance to company standards. In just two quarters in 2006 alone, GMT helped save the bank an estimated $8 million in operating costs.

“GMT has provided us with robust, user-friendly tools, so we can manage our operations as efficiently as possible – and that is a ‘must’ in today’s highly competitive financial services market,” said Janet Simpson, Senior Vice President of group operations at Bank of The West. Consequently, the financial services company relies on GMT across its enterprise and had found that GMT products deliver value in numerous ways.

GMT Planet’s reporting system provides branch and regional managers with the tools needed to assist in the validation and/or reallocation of branch office staff. The system collects branch data (such as shift time, transaction volume, transaction times) and accurately forecasts customer demand, so managers can effectively schedule staff levels and make sure the right amount of resources are available at the right time to service customers and drive additional sales.

In a two-year period, the bank added 370 branches as a result of the 2004 and 2005 acquisitions of Commercial Federal Bank, Community First Bank, and United Safe Deposit Bank. As Bank of The West examined the branch staffing levels via GMT Planet, it found instances of overstaffing and understaffing. By providing the branches with more flexible staffing options (part-time, flex-time) and reallocating staff, the financial services company was able to reduce its number of full-time tellers by 184, a change representing more than $8 million annual savings alone.

In addition to lowering costs, the bank is able to guage the performance of individual branches. Acquisitions may impact service levels; but with GMT Planet, managers can effectively navigate through such transition periods. With GMT Planet, Bank of The West is able to adjust employee workloads during the transition and later reset expectations to the normal level.

Beyond managing people, GMT also helps Bank of The West manage its other key resource: its money – using GMT CashMaster since 2001. Originally, the financial institution ran the cash management solution at 165 branches, but that number has ballooned to more than 400. The bank is now able to identify and redirect the use of excess cash, capabilities that increase the company’s profitability by reducing non-earning assets.

Helping to drive performance, GMT’s broad, enterprise-wide product line provides Bank of The West with a rock-solid foundation, one that will enable the bank to continue its strong growth in the highly competitive, rapidly evolving financial services market.

Bank of The West Results
1. Streamlined and standardized staffing in acquired banking branches for an estimated $8 million inefficiency gains during just two quarters in 2006
2. Greater visibility and insight to better balance workloads and staffing requirements as well as manage fluctuations
3. Forecasting accuracy of up to 99%+ for 400 agents stationed in two call centers

About Bank of the West:
Company LogoAt Bank of The West, they take pride in contributing to nonprofits and volunteering in their communities to making a point to get to know our customers by name. Bank of The West aims to stand apart. While many things have changed over their bank’’s long history, one thing has remained the same: commitment to customers and community.
Company RSS Feed   Company Profile Page

About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - 10 Minute Update

Read today's tip or listen to it on podcast.

Published: Thursday, October 11, 2007

Printer Friendly Version Printer friendly version

2023 Buyers Guide Inbound Call Handling Services

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.


WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
(read more)

About us - in 60 seconds!

Join Our Team

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =