Capitec Bank Triples Online Lending Team’s Sales Volume with One Workforce Approach Powered by Verint

Capitec Bank is a leading South African retail bank with more than 850 branches, 20 million active clients, and over 15,000 employees.

Learn how the bank uses best-of-breed applications from Verint Open CCaaS Platform to forecast and schedule across its contact centers and branches to meet customer demand. With Verint Workforce Management and Verint Workforce Management for Branch, Capitec has the flexibility and CX automation required to address the needs of its flexible workforce while also efficiently and effectively servicing clients across voice and digital channels.

Further, creating a One Workforce approach, the Verint solutions enable the bank to leverage spare branch capacity to supplement contact center capabilities. In one instance, branch assistance in the bank’s online lending area helped Capitec triple sales volume for the online platform lending team.