Capitec Revolutionises Client Services with Secure In-App Calling Powered by Amazon Connect
Capitec, a leading financial institution, has significantly elevated its client service capabilities through the strategic implementation of in-app calling. This cutting-edge feature, powered by Amazon Connect, a robust cloud-based contact center solution, marks a pivotal enhancement in how the bank interacts with its clients. What initially began as a critical security initiative to combat pervasive phishing threats has seamlessly transformed into a broader digital evolution, firmly underpinning Capitec’s core philosophy of fostering growth through unwavering trust.
Elevating Security and Client Engagement Through Advanced Technology
The introduction of in-app calling via Amazon Connect was primarily conceived as a robust defence mechanism against phishing scams. By enabling clients to connect with the bank directly through the secure Capitec app, it immediately provides reassurance that they are indeed speaking with legitimate Capitec representatives, dramatically reducing the risk of fraud. This innovative approach has not only bolstered security but has also yielded impressive operational efficiencies. Capitec has already observed a significant 30% reduction in call handling times and a notable decrease in dropped calls, reflecting a smoother, more reliable service experience. Andrew Baker, CTO at Capitec, articulated this transformation, stating, “Amazon Connect began as a solution to improve security, but it quickly became a catalyst for reimagining how we engage with our clients.” He further highlighted the practical benefits, explaining, “By eliminating authentication friction and introducing features like zero-airtime calls, we’ve made it easier for more people to access the financial help they need, especially those in underserved communities.” This commitment to removing barriers exemplifies Capitec’s dedication to inclusive financial access.
In conclusion, Capitec’s adoption of in-app calling through Amazon Connect stands as a testament to its commitment to superior client service and robust security. This strategic move not only provides clients with a secure, efficient, and cost-effective way to access financial assistance but also reinforces the bank’s ethos of building trust through innovation. By leveraging advanced cloud technology, Capitec is setting a new benchmark for accessible and secure financial engagement within the African tech landscape.
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