Cloud-based workforce management solution supports 4,000 contact centre agents at one of Africa’s largest banks
Cloud-based workforce management solution supports 4,000 contact centre agents at one of Africa’s largest banks
Calabrio, the customer experience intelligence company providing cloud-first workforce optimisation solutions, announced today that Standard Bank, one of Africa’s largest banks, has selected Calabrio Workforce Management (WFM) to support 4,000 contact centre agents in South Africa. The Calabrio WFM cloud solution will help to drive Standard Bank’s digital transformation programme, alongside Amazon Web Services (AWS), to move all customer-facing operations, applications, and infrastructure to the cloud. The strategy is to replace various on-premises legacy systems with a single, cohesive cloud solution. Crucially, Calabrio provides seamless integration with Amazon Connect, an easy-to-use omnichannel cloud contact centre, and the bank’s Salesforce customer relationship management (CRM) system.
Brett Bossenger, Head of Voice Capability at Standard Bank commented, “We chose Calabrio primarily for its reputation as a cloud-first organisation with localised data centres in South Africa and its proven integration capabilities. By consolidating our systems and reporting, we expect to achieve fast, efficient scheduling across exciting new channels like web chat while dramatically enhancing employee engagement through agent self-service. Introducing Calabrio WFM is an intrinsic part of our digital transformation, the key to accelerating growth whilst delivering exceptional experiences for our customers and staff across the African continent.”
The new Calabrio WFM solution automates scheduling and forecasting activities at Standard Bank in South Africa. Agents can check their schedules on the move using a self-service app on their mobile devices which also lets them book holiday and create shift swaps. These employee engagement tools help contact centres reduce sickness rates and attrition. Meanwhile, real-time and intraday adherence capabilities put managers in control of scheduling as changes occur during the day. In addition, ‘what if’ scenario planning enables them to forecast accurately across every customer contact channel.
Olle Düring, Senior Vice President of Sales, International, at Calabrio said, “Our cloud-based solutions are vital for dynamic organisations such as Standard Bank. Forward-thinking companies can rely on our tight platform integrations and close work with AWS to build effective cloud strategies that boost business agility and help realise their ambitious visions for future growth. We look forward to working alongside Standard Bank on its digital transformation journey and to becoming part of modernising one of the largest contact centres in South Africa.”
In September 2021, Standard Bank and AWS announced the expansion of their strategic relationship to encompass a shared vision for driving the growth of Africa through digital solutions that empower people, partners, and customers. The implementation of Calabrio WFM at Standard Bank is part of achieving this vision. The bank began a six-month, phased roll-out of the new Calabrio WFM solution in January 2022. Initially, it will serve multiple business units in South Africa with plans to expand the implementation to other parts of the African continent in the near future. For more information, visit www.calabrio.com
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