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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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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."
Calabrio, 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.
About Standard Bank:
Standard 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
Published: Wednesday, March 23, 2022
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