Calabrio paves the way for South Africa’s cloud contact center WFO journey alongside AWS launch in Cape Town

As Calabrio rolls out its true cloud workforce optimization (WFO) offering through AWS in South Africa, Calabrio’s Olle Düring explains five reasons why this latest news is important to customers in the region.

When it comes to digital transformation, South Africa’s enormous potential is quickly becoming a reality with the arrival of the new Amazon Web Service (AWS) region in Cape Town in 2021, comprising three Availability Zones. Using more than 60 AWS services, the Calabrio ONE WFO Suite brings the benefits of cloud performance, security, agility, scalability, reliability, and ease of use to organizations in South Africa, start-ups to enterprises and business process outsourcers (BPO).

This will allow our customers in the region to provide superior customer service and reduce costs, quickly and easily. Clients like Standard Bank, the continent’s largest bank, which recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Center as a Service (CCaaS) platform.

The race to accelerate the journey to the cloud in South Africa

Cloud adoption has been a growing trend in the region for most of the past decade. However, a shortage of local data centers has hampered the ability to move to the cloud as quickly as in other parts of the world. For example, data centers located outside of the African continent can cause latency delays, while many organizations have been reluctant to adopt cloud-based services due to growing concerns over data sovereignty.

Fortunately, these barriers to effective cloud adoption are rapidly disappearing as global companies expand data centers on the African continent and AWS has recently increased the number of AWS services deployed in the AWS Cape Town region, such as the launching Amazon Connect in the first quarter of 2022. Today, businesses such as banks that traditionally operated in-house servers and data storage facilities are increasingly turning to cloud services.

Five reasons why Calabrio ONE and the cloud matter

At Calabrio, we have a proven track record of establishing a local cloud presence to build customer trust, through lower network latency, higher performance, data privacy and local support. In 2021, we announced our Southeast Asia Data Sovereignty Roadmap with a local data center in Singapore after successfully onboarding many new cloud customers in the APAC region. This launch effectively introduced a model of data sovereignty that could be replicated in other parts of the world.

So what impact will the introduction of Calabrio ONE’s full cloud suite through the AWS Cape Town region have on customers in South Africa? Here are five reasons to lead the transition to the cloud:

1. Accelerate digital transformationfully cloud-based contact centers have proven to be more advanced in their digital transformations, while two out of three on-premises contact centers and half of partial cloud contact centers feel limited by their current solutions.[i] True cloud solutions automatically serve all customers simultaneously on a shared, integrated platform for fast and efficient service. New features are added all the time, which means the most advanced functionality always powers your contact center behind the scenes – you don’t even have to think about it. Offering higher levels of scalability to meet the rapidly changing needs of your business while ensuring high uptime and availability, true cloud solutions also provide enhanced security to make real-time changes and updates while protecting customer and end-user data.

2. Increased employee engagementaccording to employment giant Michael Page, only 26% of South African employees were working from home before the pandemic, but that figure skyrocketed to 79% once the shutdowns 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 jobs.[ii] Technology has a valuable role to play in supporting staff working from home. With cloud-based solutions, South African contact centers have the flexibility for remote and hybrid working models to nurture and harness this employee motivation. They also have instant access to the latest modern employee engagement technologies, such as agent self-scheduling automation, a real bonus as the trend towards flexible working continues to grow. As mentioned above, cloud-native software supports faster innovation of digital tools to revolutionize the employee experience, including agent-facing virtual assistants who can help with scheduling and changes. of their schedule.

3. You can rely on the cloud in a crisis – The entire reputation of communications service providers like AWS depends on protecting customer data. AWS employs leading security experts and continually invests in its infrastructure to stay ahead of the latest cloud technologies and data security protocols. Moving to the cloud means that this level of security for your data is immediately available to you. Add that to Calabrio’s real world experience transitioning hundreds of businesses to the cloud during a challenging global pandemic and you have a winning combination. Our customer-centric approach combines high levels of technical security with comprehensive training, proactive support and the ability to have a real say in future product development – ​​everything organizations need to accelerate their transition. to the cloud, wherever they are and whatever challenges they face.

4. Increased speed and agility – with Calabrio ONE’s AWS data centers and true-cloud WFO capabilities now within direct reach of organizations in South Africa, local businesses can spend less time managing their cloud infrastructure and worrying about integrity of their customer data and focus 100% on running a successful business. According to Brett Bossenger, Head of Voice Capability at Standard Bank, in addition to supporting 4,000 contact center agents in South Africa, “Calabria WFM is an integral part of our digital transformation, the key to accelerating growth while delivering exceptional experiences to our staff and customers across the African continent.

5. Greater Data Sovereignty – In the past, one of the main reasons why companies in South Africa were reluctant to move to the cloud was because they feared that critical customer data could be compromised if they did not reside in the country. This was especially true for financial and government institutions. With on-the-ground support through local partners and regional data centers, South African customers will have more confidence in the cloud to protect their data and comply with local privacy laws. Calabrio customers such as Standard Bank appreciate the practical steps we take to address data sovereignty. As Africa’s largest bank, they chose to engage with us primarily for our reputation as a cloud-focused organization with data centers located in South Africa.

Cloud is on the horizon and Calabrio is proud to play an active role in this journey. AWS in Cape Town offers countless opportunities for developers, start-ups, enterprises, and government organizations. Since the pandemic, some 82% of South African companies have increased their cloud spending, highlighting a growing awareness of the benefits of cloud computing for businesses of different sizes. With Calabrio, you can now migrate to CCaaS and cloud WFO.

Are you leading the charge or falling behind? For more information, contact Calabria.

Olle Düring is Vice President of International Sales at Calabrio

About Calabria

Calabrio is the customer experience intelligence company that enables organizations to enrich human interactions. The scalability of our cloud platform enables rapid deployment of remote work models and gives our customers precise control over operating costs and customer satisfaction levels. Our AI-powered analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

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