Smarter contact centre delivery for happier customers

We’re working with a range of leading-edge providers to bring our clients the best in agile and flexible cloud-based contact centre platforms. Together we’re combining vast expertise and market-leading technology to help your agents deliver efficient contact management which improves the customer experience.

Through our cloud-based services you can:

  • automate your most common reasons for contact, freeing agents to concentrate on what matters
  • take advantage of pay as you go plans, giving you flexibility during peaks and removing the need for expensive licence fees
  • improve first contact resolution and intelligent routing to reduce wait times.

Capita is also a recognised Amazon Connect Consulting partner, meaning we can seamlessly implement this leading system into our contact centre operations for our clients, and we can do it leveraging our expertise in customer management and offering a wider SmartAgent capability. This means our clients will maximise the benefits they get from Amazon Connect, from improved first time resolution and cost savings to better flexibility and customer experiences.

We launched Amazon Connect in our Trade UK operation, delivering greater flexibility, enhanced operational reporting, and a better user experience for our agents.

How it works

Capita and Amazon Connect

Amazon Connect is a voice-focused system that comes with all the standard telephony features including skills-based routing, call recording, real-time metrics, analytics and IVR. But Amazon’s development of the Alexa-powered Echo devices means Connect is also strong on speech recognition, artificial intelligence, chatbots and machine learning. Many other Amazon Web Services can plug into Connect, including artificial intelligence (AI) and machine learning, offering enormous capability for clients and a healthy degree of future proofing.

With Capita's customer management expertise and innovative technology, we can offer the full package, which organisations don't get from a cloud-based platform alone. For example, combined with SmartAgent capability, clients can integrate additional multichannel contact into the platform and agents can have text-based interactions with customers via webchat, WhatsApp, Messenger, email, and more. SmartAgent can be set up to self-serve by linking the platform to back office systems, where it can carry out ‘data dips’ into CRMs and billing systems to deliver customers details to agents’ screens as conversations are happening.

It comes with an advanced degree of voice and data analytics already on board and we can help you use that insight to understand your customers’ intent and sentiment better and work in the channels they prefer. This also makes it easier to personalise contacts and deliver tailored interactions, as well as keeping customers or citizens up to date with the progress of their case via messages on the channel they’ve chosen.

This heightened personalisation – which is today expected as standard by many customers – should both enhance satisfaction and create more revenue opportunities.

How we helped O2 achieve an industry first

Our work

Transforming customer service through Visual IVR

We're helping O2 to improve and join up the self-service experience for their customers through an award-winning Visual IVR service.


Contact an expert

How can we help your organisation progress?

Explore related solutions

01

Automation and robotic process automation

We're helping our clients achieve better customer experience through our range of automation technologies.

Read more
02

Augmented advisor

From speech analytics and virtual assistance, to visual intelligent voice routing (IVR), we're developing innovative applications that are empowering agents to deliver even better customer experiences.

Read more
03

Behavioural science

Capita is known for designing outstanding customer journeys. But the value we can add to our clients goes far deeper.

Read more