Capita collaborates with Amazon Web Services (AWS) to deliver a next generation contact centre and service excellence solution

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.

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.

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

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.

For more information, please contact:

Investor enquiries
Helen Parris, Director of Investor Relations
Email: IRteam@capita.co.uk

Stephanie Little, Deputy Head of Investor Relations 
Email: IRteam@capita.co.uk

Media enquiries
Email: media@capita.co.uk