Dickinson Financial, the holding company for Bank Midwest and its affiliated banks, has invested in Witness Systems' workforce optimization solution. The deployment will take place in the Missouri and Kansas contact center operations for one of the institution's subsidiaries.

The financial institution, whose contact centers handle standard account transactions, real estate and consumer loans, and global banking, selected Witness Systems based on its pre-packaged workforce optimization software and services solution. Dickinson Financial selected a workforce optimization solution that offers quality monitoring/contact center recording, workforce management, performance management and e-learning. 

"Our customer service initiative is a critical component to the bank's success. Therefore, it was key for us to invest in technology and a partner that delivers proven solutions, quantifiable results and is the industry market and thought leader in workforce optimization," said Jason Beard, vice president of application development for Dickinson Financial. "During the technology evaluation process, it became clear to us that Witness Systems was one of few companies that truly understood our needs, as its market direction completely aligns with our own customer service goals.  Witness Systems helped us recognize ways to leverage its workforce optimization solution to meet future demands as we continue to grow and evolve."

Added Beard, "When you're investing in so many compatible functions that feed off one another - call recording, workforce management, performance management and e-learning - you stand to benefit greatly from the value that only a single solution provider can deliver upon. Benefits such as easier installation and implementation, a structured upgrade path and single support organization, and lower total cost of ownership all weighed into our decision making process."