Capitec Bank Transforms In-Branch Customer Experience and Efficiency with Verint Opportunity Capitec is the largest retail bank in South Africa, with over 11.5 million clients. The bank’s portfolio of services includes transactional accounts, savings plans, a credit card, loans and funeral insurance. The bank operates a network of over 840 branches across South Africa, supported by a team of over 11,000 in-branch professionals. With such a large footprint, accurately forecasting staff workloads and scheduling the appropriate resources to meet in-branch customer needs is a challenging task. “We relied on a mixture of whiteboards and spreadsheets to solve forecasting and staffing problems,” explains Karl Senekal, Forecasting and Scheduling technology team leader at Capitec. “It wa

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