Capitec Elevates Experiences with Amazon Connect
Contact Center Blog
Capitec, a South African bank, transformed its contact center operations using Amazon Connect and AWS AI services to improve customer experiences and combat fraud.
- Replaced 198 disparate servers with a scalable cloud solution
- Built a mobile app feature to validate legitimate customer calls
- Validated over 5 million calls within 6 months
- Implemented AI-powered conversation analysis using Amazon Connect Contact Lens and Amazon Bedrock
- Increased conversation analysis from 1% to 100%
- Added multi-channel communication support
- Developed an in-app calling feature for 12 million app users
By leveraging AWS technologies, Capitec significantly improved customer trust, operational efficiency, and service quality while modernizing its contact center infrastructure.
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