![\"Bank](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/03\/as-479980544.jpg\")
\nStandard Bank has selected Calabrio for its cloud-first approach to workforce optimisation and close integration with Amazon Connect.\u00a0<\/strong><\/p>\n Calabrio, the customer experience intelligence company providing cloud-first workforce optimisation solutions, announced today that Standard Bank, one of Africa\u2019s largest banks, has selected Calabrio Workforce Management (WFM) to support 4,000 contact centre agents in South Africa.<\/p>\n The Calabrio WFM cloud solution will help to drive Standard Bank\u2019s 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\u00a0seamless integration with Amazon Connect, an easy-to-use omnichannel cloud contact centre, and the bank\u2019s Salesforce customer relationship management (CRM) system.<\/p>\n Brett Bossenger, Head of Voice Capability at Standard Bank commented, \u201cWe 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.\u00a0 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.\u201d<\/p>\n 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.\u00a0 Meanwhile, real-time and intraday adherence capabilities put managers in control of scheduling as changes occur during the day. In addition, \u2018what if\u2019 scenario planning enables them to forecast accurately across every customer contact channel.<\/p>\n Olle D\u00fcring, Senior Vice President of Sales, International, at Calabrio said, \u201cOur 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.\u00a0We 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.\u201d<\/p>\n In September 2021,\u00a0Standard Bank and AWS announced the expansion of their strategic relationship<\/a>\u00a0to 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\u00a0began 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\u00a0www.calabrio.com<\/a><\/p>\n About Standard Bank Group<\/b><\/p>\n Established more than 155 years ago and with headquarters in Johannesburg, Standard Bank Group is a financial institution that offers banking and financial services to individuals, businesses, institutions and corporations in 20 countries in sub-Saharan Africa and abroad.<\/p>\n Standard Bank\u2019s purpose is to drive\u00a0Africa\u2019s growth and make life better for its fellow Africans by doing business the right way.\u00a0 As of 30th<\/sup>\u00a0June 2021, Standard Bank had over 15.7million clients, employed 49,000 people worldwide and had 1,120 branches and 6,623 ATMs on the African continent.\u00a0 For more information, visit\u00a0www.standardbank.com<\/a><\/p>\n About Calabrio<\/b><\/p>\n Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment and\u00a0derives compelling insights from the contact centre. Organisations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support. Find more at\u00a0<\/span>calabrio.com<\/span><\/a>\u00a0and follow\u00a0<\/span>@Calabrio<\/span><\/a>\u00a0on Twitter.<\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":" Calabrio, the customer experience intelligence company providing cloud-first workforce optimisation solutions, announced that Standard Bank, one of Africa\u2019s largest banks, has selected Calabrio Workforce WFM..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/32072"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=32072"}],"version-history":[{"count":8,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/32072\/revisions"}],"predecessor-version":[{"id":32082,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/32072\/revisions\/32082"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=32072"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=32072"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=32072"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}