Maximise contact centre efficiency to improve citizen experience
In today’s digitally driven world, organisations are under immense pressure to meet rising customer expectations while maintaining operational efficiency. Customers expect seamless, low-effort experiences across all channels, with factors such as queue length and first-contact resolution playing a crucial role in satisfaction.
Many organisations are turning to digital and automated solutions while adapting to remote and hybrid working environments, but inconsistent multi-channel experiences still cause frustration and dissatisfaction.
The public sector faces even greater challenges. Citizens expect the same personalised, 24/7 service, but their enquiries are often more complex and sensitive, requiring accurate, empathetic, and time-consuming responses. Efficient citizen service is crucial, as it directly affects public trust and service quality. However, many public sector contact centres struggle to keep pace with these demands.
This is where we can help. With extensive public sector expertise and technology powered by Amazon Web Services (AWS), we provide solutions to manage these challenges effectively.
Capita Contact is our generative AI-driven contact centre solution in partnership with AWS, leveraging Amazon Connect. It offers a unified omnichannel platform that enables personalised, efficient and proactive seamless interactions at every customer touchpoint.
With real-time support through text messages, file sharing, web pages and knowledge-based tools, Capita Contact empowers organisations to provide frictionless self-service, delivering fast, accurate, and empathetic responses — even for complex cases.
Watch our video to learn more ➥
Over 100 million
➥customer conversations handled annually
3.5 million helpline calls
➥ and 55,000 inspections managed annually for the Health and Safety Executive’s Gas Safe Register
375,000 health assessments
➥ conducted yearly for Capita PIP, with 20,000 monthly calls in England and Wales
9.8/10
➥personalised customer experience score for Southern Water, demonstrating exceptional customer satisfaction
A powerhouse partnership: Capita Contact and AWS
We’re committed to putting people, processes, and technology first, delivering transformative services across the public and private sectors. With over 40 years of experience, we combine deep industry expertise with dedicated highly trained teams to achieve better outcomes for our clients and their customers.
Partnering with AWS, a leader in CCaaS, we leverage its innovative technology - advanced automation and GenAI capabilities - allowing agents to focus on complex queries, strategic tasks, creativity, judgement calls, and relationship-building.
Together, Capita and AWS create a powerhouse partnership that enhances contact centre services. Capita Contact enables you to:
Accelerate your CX innovation using a simple, self-service user interface
Deliver dynamic and personal automated customer experiences across all channels.
Harness AI to deliver impactful customer experiences that resonate in the real world
Drive continuous optimisation with native analytics and insights
Barnet’s contact centre transformation: faster, smarter resident support
We’ve successfully piloted Capita Contact with the London Borough of Barnet to deliver more proactive, personalised support for their contact centre. Automation and AI enhancements have reduced query resolution times from 7-10 days to 2-3 days, transforming resident services.
“Capita Contact has enabled a more proactive and personalised approach to supporting our residents when they call our contact centre. Through enhancing the caller experience, we have enabled the service teams to focus on activity of a more complex nature.”
