Capita transforms customer service with the AI-powered solutions of Amazon Connect

Across industries, from telecommunications providers to government agencies, delivering seamless and personalized experiences is paramount for building strong relationships with customers and citizens. Traditional contact center solutions often struggle to meet the unique needs of modern enterprises and public sector organizations, resulting in long wait times, impersonal interactions, and inefficient issue resolution. This hinders the ability to foster trust, loyalty, and community engagement effectively.

Recognizing the need for customer experience transformation, Capita, a leading provider of business process services, driven by data, technology and people, recently announced CapitaContact working in collaboration with Amazon Web Services (AWS) to leverage the power of Amazon Connect, an AI-powered contact center solution. By integrating Amazon Connect into its operations, Capita aims to deliver exceptional customer experiences from day one, while driving operational efficiencies and productivity gains for its cross-sector clients, measured by key performance indicators (KPIs).

The potential of Amazon Connect has already been demonstrated through a successful pilot with the London Borough of Barnet. The authority benefited from direct routing of citizen inquiries, reduced caller wait times, prioritization for vulnerable residents, and a simplified experience. Barry May, London Borough of Barnet Assistant Director for Resident Experience and Digital, praised the solution, stating, “CapitaContact has enabled a more proactive and personalized approach to supporting our residents when they call our contact center. 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.”

Building on this success, Capita plans to roll out the new Amazon Connect-powered platform to more than twenty-five clients across the public and private sectors, in the coming weeks.

Capita’s expert contact center agents are able to increase their productivity with:

1. Amazon Q in Connect, a generative AI-powered assistant which delivers agents suggested responses and actions to address customer questions, providing faster issue resolution and improved customer satisfaction.

2. Amazon Connect Contact Lens which provides contact center analytics and quality management capabilities that enables teams to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. With analytics that provide a complete view of customer conversations across channels, it’s possible to automatically transcribe customer calls, analyze customer sentiment, discover top contact drivers, redact sensitive data, and more, all natively within Amazon Connect. Contact Lens enables supervisors to receive alerts for negative sentiment and or specific keywords, allowing them to monitor conversations or join calls as needed. You can configure events to trigger reviews, create tasks and ensure committed follow-up actions are completed.

3. Step-by-step guides, which are manager-configured tailored workflows that walk agents through the optimal steps to resolve customer inquiries accurately on the first attempt. Using a no-code editor, you can create custom guides based on the context of the interaction, such as call queue, customer information, or self-service responses. Guides can be integrated with your applications to provide agents with additional customer context during the interaction.

By leveraging these features, Capita aims to achieve significant operational efficiencies and productivity gains for its clients, while also delivering a superior, personalized customer experience.

“This new service, powered by AWS, will deliver material efficiencies for our clients who want an exceptional, intuitive, and personalized experience,” said Adolfo Hernandez, CEO of Capita. “Our collaboration with AWS is testimony to our commitment to partnering with hyperscalers to create best-in-class technology solutions for our clients that optimize operational efficiency and productivity gains and scale quickly when required.”

Contact center agents will leverage Amazon Connect features including: call back functionality, conversational chatbots, and Amazon Connect agent workspace, a unified application that integrates the entire agent experience. This empowers agents to deliver smoother customer service, resolve complex queries faster, reducing resolutions time from 7-10 days to just 2-3 days.

Through enhancing the caller experience, Capita’s service teams will be able to focus on complex activities, automating simple interactions. Team members will be upskilled through sentiment and trend analysis and improved feedback, increasing their first-call resolution metrics. CapitaContact will enable a 50% reduction agent onboarding time and is expecting 10-15% lower staff attrition than industry average.

As Capita continues to roll out the Amazon Connect-powered platform across its client base, organizations can look forward to exceptional customer service, increased operational efficiency, and a competitive advantage in today’s customer-centric landscape.

“Amazon Connect clients are focused on accelerating customer experience innovation and lowering costs with generative AI, CapitaContact will bring these benefits to even more organizations and their customers.” Pasquale De Maio, VP of Customer Experience at AWS

To learn more about how Amazon Connect can transform your customer service operations, visit aws.amazon.com/connect.