European Investment& Retail Bank
Opportunity

Solutions

In a highly-regulated industry like banking, accurately and completely recording phone
conversations is imperative. For a large investment and retail bank, supporting 120,000
IP telephones across multiple locations, its sheer size and operational complexity posed a

Verint® Automatedsignificant challenge in meeting this objective.

Verification™

The financial institution’s expansive phone lines and related systems had to be checked manually
before the start of each day by staff at each location. Results were then manually recorded andany issues found were communicated locally, but not shared across other locations or the broaderorganization. In addition, the tests were not consistent between sites and were often based on
local and/or onsite knowledge. This impeded the availability of test results to the right teams

Industryat the right times, with key trending and incident information not properly circulated or used toimprove service over time.

Investment &Retail Banking

The bank required a system that would enable it to perform automated, centralized testing
regardless of its technology infrastructure globally – today or in the future. With the system,
the bank also sought to enhance service visibility, improve regulatory compliance, and gain
more robust auditing capabilities to support its overall compliance requirements.

SolutionRegion

The bank implemented Verint® Automated Verification™ to provide automated end-to-end
testing and monitoring of its complex telephony environment. Verint Automated Verification

EMEA

enables organizations to perform system tests across multiple vendor platforms, applications,and communication paths to help ensure their optimum operation. The vendor-independent
solution can actively check systems for issues and proactively simulate customer interactions
to validate the operation, configuration, and performance of applications, communication
flows, and call recording across the enterprise.
After deploying Verint Automated Verification, the bank reproduced its previously manual
test flows via automation, with robots simulating the key strokes and system interactions
used for each test on each platform. Overall, the bank developed more than 150 tests
for its critical voice platforms globally, with dashboards providing a centralized view of
all tests, the testing schedule across sites, and alarms and outputs so local and global
monitoring teams see all issues as they happen. Access to the dashboards is basedResults• Saved 10,000+ hours oftime by eliminating manualsystem tests.

on user role, enabling the bank to provide the right level of visibility to staff, as well

• Increased the consistency

as limit viewing by site, country, region, or globally, depending on role privileges.

and accuracy of reporting
and alerting.
• Improved adherence tovoice recording compliance,in turn reducing fines.
• Enhanced staff visibility totests, results, and issues.

Automating the process and testing with Verint Automated Verification,
the bank saved more than 10,000 hours of time, while also increasing theconsistency and accuracy of reporting and alerting.
As the bank went about the process of automating its manual

Automating the process and testing with Verint Automatedtests, Verint Automated Verification helped it uncover and fix

Verification, the bank saved more than 10,000 hours ofseveral configuration inconsistencies across sites. Moreover,time, while also increasing the consistency and accuracy of

the introduction of automation challenged the bank’sreporting and alerting. Additionally, the solution helped thesupport team to ensure that service and infrastructure builds

bank improve adherence to voice recording compliance, thus

were standardized globally, so automated tests would run

reducing fines. Finally, the bank’s local and global monitoring

consistently time and time again. This focus on configuration

teams benefited from enhanced visibility of tests, results, andconsistency not only helped eliminate issues, but resulted

issues via a central dashboard.

in a consistent operational platform based on a standard
configuration guideline.

With Verint Automated Verification delivering automated daily
checks that provide assurance that recorders are functioning

Benefits

properly, the bank spends far less time testing and monitoring

The bank’s business case for the project was based on savings

alarms when there is a mismatch between calls recorded andrealized by reducing the amount of time employees had tocalls received, and automatically passing diagnostics to thespend manually testing phone lines and related systems on aright teams, the bank is able to locate and resolve issues moredaily basis.

efficiently and effectively.

for issues with its infrastructure. Plus, with the solution raising

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