Case Study: Capitec Bank triples online lending sales volume with Verint Workforce Management

Capitec Bank triples online lending sales volume with Verint

Capitec Bank, a leading South African retail bank, needed to improve efficiency and meet customer demand across its extensive branch and contact center network. They partnered with Verint, implementing the Verint Open CCaaS Platform with Verint Workforce Management and Verint Workforce Management for Branch to gain better forecasting, scheduling, and automation for a flexible workforce.

The Verint solution created a One Workforce approach, allowing Capitec to seamlessly use spare branch capacity to support contact center operations. This integration led to a significant measurable impact, including tripling the sales volume for the bank's online lending team. Verint provided the automation and flexibility needed to optimize client service across both voice and digital channels.

Capitec Bank