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Harambee keeps the South African job market moving. With a multichannel contact center and expertly run outbound campaigns it connects and matches candidates to jobs in which they’re most likely to succeed. Yet, performance became capped because advisors had to manually dial numbers and there was no insight into why connections were missed.
Now, with the Genesys platform, Harambee has cut capital expenditure and enjoys higher pick-up rates, thanks to new features such as chat, advanced IVR, workforce optimization and outbound dialers.
Agents are 45% more productive. They spend nearly twice as much time ensuring that candidates are invited for interviews. Attendance rates at skill assessments, training seminars and other events are up by as much as 50%. In addition, Harambee is strongly positioned to leverage social media and close the employment divide further still.
“Over three months, we had 663,000 successful connections with candidates. That’s 160,000 more than the previous quarter — using fewer attempts.”
Jacques Jonker, Head of Contact Center, Harambee
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
