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News : Standard Bank Selects Calabrio for its Cloud-first Approach to Workforce Optimisation and Close Integration with Amazon Connect

#contactcenterworld, @Calabrio, @SBGroup

Calabrio, a customer experience intelligence company providing cloud-first workforce optimisation solutions, announced that Standard Bank, an African bank, has selected Calabrio Workforce Management (WFM) to support 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 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."

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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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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."

#contactcenterworld, @Calabrio, @SBGroup


About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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About Standard Bank:
Company LogoStandard Bank has a 153-year history in South Africa and started building a franchise in the rest of Africa in the early 1990s. We currently operate in 18 countries on the African continent, including South Africa, as well as in other selected emerging markets. Standard Bank Insurance Brokers is a wholly owned subsidiary of the Standard Bank of South Africa
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Today's Tip of the Day - Offer Voice As Well As Touch Tone (Part 2)

Read today's tip or listen to it on podcast.

Published: Wednesday, March 23, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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