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.