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Aussies face $360 million burden to replace lost travel documents

Media release

CommBank can

Media release

CommBank recognised for excellence in financial technology

4 March, 2013 Sydney: Commonwealth Bank has been internationally recognised for a workforce management program that enables the Bank to use technology to improve business processes, reduce risks and costs, and drive business improvement across its 1,000 branches nationally.

The U.S.-based Celent Model Bank Awards acknowledged Commonwealth Bank and its workforce optimisation partner and solutions provider Verint® Systems. Celent’s awards highlight the best practices of what a ‘model bank’ should implement—from both an initiative and technology standpoint.

Executive General Manager Retail Sales, Lyn McGrath said Commonwealth Bank was congratulated on their implementation and utilisation of Verint’s Impact 360 Workforce Management™ and Impact 360 Desktop and Process Analytics™ solutions for retail financial services, which are delivering new levels of visibility into the customer experience across Commonwealth Bank branches.

“We are very proud to be acknowledged by Celent for our leadership position in the use of innovative technology in our organisation. The Impact 360 software provides great insights for the Bank and enables us to improve service delivery for our customers. We are able to track more accurately the increased needs of customers and manage our people to improve customer service,” Ms McGrath said.

“Already, we have been able to realise productivity benefit uplift while increasing customer satisfaction rates significantly,” she added.

Ms McGrath said the three-year return on investment target for the project was achieved within the first year.

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For more information contact:

Steve Batten
Commonwealth Bank
Ph: (02) 9117 7050



 

Media contact:

Steve Batten
Commonwealth Bank
Ph: (02) 9117 7050