Case Study: CRDB Bank achieves caller-experience insights and faster troubleshooting with Variphy

Commercial bank leverages reporting and analytics solution for insight into caller experience

CRDB Bank, a commercial bank founded in 1996 and headquartered in Dar es Salaam with over 250 branches and 1,100 Cisco IP Phones deployed, faced challenges with reporting on end users, providing easy-to-use reporting for department managers, creating customized reports, and gaining visibility into caller experience. To address these needs they deployed Variphy’s reporting and analytics solution.

Variphy enables department managers to run and display call metrics and analytics themselves, saving IT staff from manually compiling reports; the customer experience team can monitor talk time, wait time, and time-to-resolution. Variphy’s Call Detail Search allows rapid review of specific calls to reduce troubleshooting time, and customizable report templates streamline recurring reporting — delivering faster issue resolution and improved visibility into caller experience.

CRDB Bank