Case Studies

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Top 10 U.S. Commercial Bank — Fortune 250 Company

Given the challenges of consolidation and Sarbanes-Oxley in the world of financial services, this top 10 U.S. commercial bank needed to grow its contact center operations in a scalable, sustainable, and auditable way. When this industry leader merged with another bank to expand its footprint, the company realized it needed to replace its existing highly manual incentive system to accommodate its rapidly growing contact center staff. After a thorough review of available software solutions, the company selected and deployed Merced Performance Suite.

The company has recognized a 25% decrease in reporting time and now has an electronic, defendable audit trail for its incentive program.