Collaboration with Amazon Web Services: contact centre and service excellence | Capita

Capita plc today announces CapitaContact, leveraging Amazon Connect, the generative AI-powered contact centre solution from Amazon Web Services (AWS), which helps organisations transform customer experience from day one.

Capita has already successfully piloted CapitaContact with the London Borough of Barnet, which has benefited from direct routing of enquiries to reduce caller waiting time, with prioritisation for vulnerable callers and a more seamless and simplified citizen experience.

The local authority was one of the first clients to migrate to the new Amazon Connect powered CapitaContact, which will be rolled out to more than twenty-five Capita clients across the public and private sectors in the coming weeks. Capita intends to significantly scale up the use of the platform to new and existing clients throughout the second half of 2024.

CapitaContact has enabled a more proactive and personalised approach to supporting our residents when they call our contact centre. We look forward to leveraging future automation capabilities to allow us to prioritise resources to those residents who need additional support. Through enhancing the caller experience, we have enabled the service teams to focus on activity of a more complex nature.

Barry May - London Borough of Barnet Assistant Director for Resident Experience & Digital

This new digital customer experience solution will support the acceleration of Capita’s managed service offering by leveraging Amazon Connect’s secure, scalable, and cost-effective contact centre platform. Capita’s expert contact centre agents will be able to increase their productivity with Amazon Q, a generative AI-powered assistant available in Amazon Connect and will be freed up to focus their abilities on delivering an outstanding, personalised customer experience.

Contact centre agents will use Amazon Connect features including: call back functionality, conversational chatbots and Agent Workspace, a single application which integrates all of an agent's platforms, empowering them to deliver better, smoother customer service, including resolving complex queries faster, from 7-10 days originally to now 2-3 days.

Through enhancing the caller experience, Capita’s service teams will be able to focus on more complex activity, by cutting out and automating more simple interactions. Team members will be more skilled through sentiment and trend analysis and improved crucial feedback, increasing their “right first time” metrics. CapitaContact will enable a 50% reduction in time to onboard agents and likely result in 10-15% lower staff attrition than industry average.

CapitaContact, powered by AWS, will deliver material efficiencies for both our public and private sector clients who want an exceptional, intuitive and personalised experience.

Our collaboration with AWS is testimony to our commitment to partnering with hyperscalers to create best in class technology solutions for our clients that optimise operational efficiency and productivity gains and scale quickly, when required.

Adolfo Hernandez - Capita CEO

Amazon Connect clients are focused on accelerating customer experience innovation and lowering costs with generative AI, CapitaContact will bring these benefits to even more organisations and their customers.

Pasquale DeMaio - Vice President of Customer Experience Services at AWS

Discover how we’re transforming service delivery for our clients with our pioneering AI solutions:

Capita and AI

Notes to Editors

CapitaContact leverages advanced cloud capabilities to drive tangible outcomes, including:

increased client satisfaction through AI-powered conversational intelligence and predictive analytics that provide a 360-degree understanding of customer needs, sentiments and priorities.
faster first-time resolution, through multi-channel self-service and advisor assisted service.
optimised operational costs and efficiencies via robotic process automation for streamlining repetitive tasks, and seamless integration across enterprise systems.
elevated employee engagement and retention through an intuitive, unified advisor experience that empowers staff with the right information and tools to deliver exceptional service.
accelerated innovation cycles by leveraging the scalability, flexibility and continuous enhancements of Amazon Connect's cloud-native, API-driven architecture.
enhanced efficiency capability and skill sets, through enabling colleagues to work across multiple contracts, using skills based on routing functionality, providing flexibility across the workforce.
improved client retention through upselling and general purchase intent based on sentiment.

About Capita

Capita is a leading provider of business process services, driven by data, technology and people. Every day our 43,000 colleagues help millions of people, by delivering innovative, digitally enabled solutions to transform and simplify the connections between government and citizens, businesses and customers. We partner with our clients and provide the insight and technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate across two divisions – Capita Public Service and Capita Experience – in the UK, Europe, India and South Africa. Capita is quoted on the London Stock Exchange (CPI.L).