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Omilia, which specializes in speech self-service solutions and is the main value-add reseller of Verint's next generation WFO products, implemented an integrated Workforce Optimization solution for Marfin Egnatia Bank.
Specifically, the solution was based on the Impact360 Recording product by Verint, which covers the strict requirements and needs of the bank's Voice Banking and Collections call centres. Impact360 is the leading and most complete WFO platform in the market today, due to its rich functionality and ability to adapt perfectly to the evolving needs of a modern call centre.
The main target of Verint's recording solutions is the optimization of the call centres operations and the improvement of customer satisfaction. Verint's software enables the parallel recording of calls and screens, while providing an integrated quality & agegnt performance management environment (Actionable Intelligence). Impact360 also includes state-of-the-art analytics tools and Workforce Management modules.
About Marfin Egnatia Bank
The consolidation of the 3 modern and dynamic banks Egnatia, Laiki and Marfin sets new standards in the Greek banking market with the creation of a new powerful Bank, MARFIN EGNATIA BANK. The bank is the 95%-owned Greek subsidiary of MARFIN POPULAR BANK
MARFIN EGNATIA BANK has advanced technological infrastructures, an extended and ever-growing branch network, and highly trained officers to cater for any banking needs and provide innovative products and services to the customers.
The goal of MARFIN EGNATIA BANK is to always support its customers, by providing integrated services that cover any banking needs. The extended network of branches and more than 200 ATMs, and the MARFIN Direct electronic and phone services ensure fast, integrated and immediate customer service.