Capitec has unveiled major client service advancements by implementing in-app calling via Amazon Connect, a cutting-edge cloud-based contact centre solution.
The rollout of in-app calling through Amazon Connect has already delivered a 30% reduction in call handling times and significantly fewer dropped calls. In addition to the efficiency improvements, Capitec’s client satisfaction scores have seen a marked increase.
What began as a security-driven project to combat phishing has evolved into a broader transformation that reinforces Capitec’s belief in growth through trust. The introduction of in-app calling now reassures clients that they are speaking with legitimate Capitec representatives, reducing the risk of phishing fraud.
“Amazon Connect began as a solution to improve security, but it quickly became a catalyst for reimagining how we engage with our clients,” says Andrew Baker, chief technology officer at Capitec. “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. The zero-airtime feature allows Capitec clients to make support calls through the app without using their mobile data.”
Amazon Connect has also helped drive greater call centre efficiency, enabling Capitec to redirect internal capacity from managing technical issues to strengthening personalised financial services, amplifying its human-led approach to client care.
New features on the horizon include contextual calling. This enables clients to make a call from a specific screen in the app directly to an agent who can see what the client is doing in the app and assist them with this specific feature. This removes the need for the client to try and explain what screen they are having issues with or what they are trying to do.
“This initiative is about more than just operational improvements,” added Baker. “It’s about staying true to our purpose: empowering people to grow by providing tools and support that genuinely change their lives. It’s how we earn and keep their trust.”