![\"Cloud](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/06\/bg-409632667.jpg\")
\nWhen it comes to digital transformation, the huge potential of South Africa is fast becoming a reality thanks to the arrival of new Amazon Web Service (AWS) Region in Cape Town in 2021, comprising three availability zones. Utilising more than 60 AWS services, the Calabrio ONE WFO suite brings the cloud advantages of performance, security, agility, scalability, reliability, and ease of use to organisations in South Africa from start-ups to enterprises & Business Process Outsourcers (BPOs).\u00a0 This will allow our customers in the region to provide superior customer service and reduce costs, quickly and with ease.\u00a0 Customers like Standard Bank<\/a>, the continent\u2019s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform.<\/p>\n The race to accelerate South Africa\u2019s cloud journey<\/strong><\/p>\n Cloud adoption has been a growing trend in the region for most of the last decade. However, a shortage of local data centres has hampered the ability to transition to the cloud as quickly as in other parts of the world.\u00a0 For example, data centres being located outside the African continent can result in latency delays, while many organisations have been reluctant to embrace cloud-based services over growing concerns around data sovereignty.<\/p>\n Fortunately, these barriers to effective cloud adoption are fast disappearing as international\u00a0companies develop data centres on the African continent and AWS has recently expanded the number of AWS services deployed within the AWS Cape Town Region, such as Amazon Connect launching in Q1 2022.\u00a0 Today, companies such as banks that traditionally operated in-house servers and data storage facilities are increasingly switching to cloud services.<\/p>\n Five reasons why Calabrio ONE and the cloud matter<\/strong><\/p>\n At Calabrio, we have a proven track record in establishing local cloud presence to build customer trust, through lower network latency, superior performance, data privacy and local support.\u00a0 In 2021, we announced our roadmap for data sovereignty across Southeast Asia with a local\u00a0data centre in Singapore<\/a>\u00a0after successfully on-boarding many new cloud customers in the APAC region.\u00a0 That launch effectively introduced a blueprint for data sovereignty that could be replicated in other parts of the globe.<\/p>\n So, what impact will the introduction of Calabrio ONE\u2019s full cloud suite via the AWS Cape Town Region have on customers in South Africa? Here are five reasons to lead the move to the cloud:<\/p>\n 1. Accelerate digital transformation<\/strong>\u00a0\u2013\u00a0fully cloud-based contact centres are proven to be<\/a> further advanced in their digital transformations, while two in three on-premises and half of partial-cloud contact centres feel limited by their current solutions.\u00a0 True-cloud solutions automatically serve all customers simultaneously across a shared, integrated platform for fast, efficient service.\u00a0 New features are added continuously meaning the most advanced functionality is always powering your contact centre behind the scenes \u2013 you don\u2019t even have to think about it.\u00a0 Offering superior levels of scalability to meet the rapidly changing needs of your business while guaranteeing high availability and uptime, true-cloud solutions also provide enhanced security to make changes and updates in real-time while protecting customer and end-user data.<\/p>\n 2. Enhanced employee engagement \u2013 <\/strong>according to employment giant Michael Page<\/a>, only 26% of South African employees worked from home before the pandemic but this figure skyrocketed to 79% once lockdowns hit – without diminishing motivation or job satisfaction levels. In fact, 50% of employees felt even more motivated and 46% of job applicants were more satisfied with their work.\u00a0\u00a0<\/sup>Technology has a valuable role to play in supporting work-from-home staff.\u00a0 With cloud-based solutions, South African contact centres have the flexibility for remote and hybrid working models to nurture and harness this employee motivation. They also instantly get access to the latest, modern employee engagement technology such as agent self-scheduling automation, a real bonus whilst the trend towards flexible working continues to rise. As mentioned above, cloud-native software supports faster innovation of digital tools to revolutionise the employee experience, including agent-facing virtual assistants that can support them in their schedule planning and changes.<\/p>\n 3. You<\/strong>\u00a0can rely on cloud in a crisis \u2013\u00a0<\/strong>the entire reputation of communications service providers like AWS depends on protecting customer data.\u00a0 AWS employs leading experts in the security field as well as continually making deep investments in its infrastructure to stay one step ahead of the latest cloud technology and data security protocols.\u00a0 Moving to the cloud means this level of security for your data is instantly available to you. Add this to Calabrio\u2019s real-world experience in transitioning hundreds of companies to the cloud during a challenging global pandemic and you have a winning combination.\u00a0 Our customer-centric approach blends high levels of technical security with comprehensive training, proactive support and the opportunity to have a real say in future product development – everything organisations need to accelerate their cloud journey, wherever they are and whatever challenges they face.<\/p>\n 4. Increased speed and agility \u2013<\/strong>\u00a0with AWS data centres and Calabrio ONE\u2019s true-cloud WFO capabilities now within direct reach of organisations in South Africa, local companies can spend less time managing their cloud infrastructure and worrying about the integrity of their customer data and instead focus 100% on running a successful business.\u00a0 According to Brett Bossenger, Head of Voice Capability at Standard Bank, in addition to supporting 4,000 contact centre agents in South Africa, \u201cCalabrio WFM is an intrinsic part of our digital transformation, the key to accelerating growth whilst delivering exceptional experiences for our staff and our customers across the African continent.\u201d<\/p>\n 5. Greater data sovereignty <\/strong>\u2013 in the past, one of the main reasons organisations in South Africa were reluctant to move to the cloud was they were concerned critical customer data might be compromised if it didn\u2019t reside within the country. This was especially true for financial and government institutions.\u00a0 With on-the-ground support via local partners and in-region data centres, South African customers will have more trust in the cloud to protect their data and comply with local privacy laws. Calabrio customers such as Standard Bank appreciate the tangible steps we are taking to address data sovereignty.\u00a0 As Africa\u2019s largest bank, it has chosen to engage with us primarily for our reputation as a cloud-first organisation with localised data centres in South Africa.<\/p>\n Cloud is fully on the horizon and Calabrio is proud to play an active part in that journey. AWS in Cape Town brings countless opportunities to developers, start-ups, enterprises and governmental organisations. Since the pandemic,\u00a0some 82% of South African businesses have increased their cloud spend<\/a>, underlining a growing awareness of the benefits of cloud computing for various-sized companies.\u00a0With Calabrio, you can now migrate to CCaaS and cloud WFO.<\/p>\n Are you leading the charge or falling behind? For more information,\u00a0contact Calabrio.<\/a><\/p>\n About the Author<\/strong><\/p>\n Olle D\u00fcring is SVP of Sales, International at\u00a0<\/strong>Calabrio<\/strong><\/a><\/p>\n As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle D\u00fcring at Calabrio outlines five reasons why this latest news matters to customers in the region..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[12,151,145,172],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/33481"}],"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=33481"}],"version-history":[{"count":7,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/33481\/revisions"}],"predecessor-version":[{"id":33586,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/33481\/revisions\/33586"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=33481"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=33481"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=33481"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Olle](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/06\/olle-during-1.jpg\")
Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models\u2014and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support. Find more at calabrio.com<\/a>\u00a0and follow\u00a0@Calabrio<\/a>\u00a0on Twitter.<\/p>\n","protected":false},"excerpt":{"rendered":"