Wesbank leverages Desktop Process Automation to reduce call volumes & improve customer satisfaction
Wesbank, a financial services firm in South Africa, leverages Desktop Process Automation (DPA) from Verint to reduce call volumes by 24 percent (even while the customer base increased by 36 percent), improve first call resolution (FCR) by 16% and increase customer satisfaction.
The desktop process automation solution gives them visibility into processes in their back office operations as well as contact center.
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