Sold by: Capita
Capita accelerates the ability for contact centres to unlock real‑time performance insight, forecasting, and conversational analytics by onboarding data to Snowflake’s AI Data Cloud, and delivering outcomes through standardised Insight Products, including models, dashboards, and AI‑assisted analysis. Delivered as part of operational business process services, or as a standalone expert-led Data Service.
Overview
Capita’s Contact Centre Data & AI Services accelerate time‑to‑value on Snowflake with a proven patterns‑based approach: we ingest telephony/WFM/HR/CRM data (e.g., Amazon Connect, Aspect/Verint WFM, Workday, Talkdesk, Noetica), apply Capita’s standard data model, and operationalise insight via Power BI and Snowflake Cortex Analyst (LLM‑assisted Q&A over governed data). The result is a single, trusted view of service levels, agent behaviour, forecasting, and cost‑to‑serve - updated intraday to support tactical planning and executive MI.
Delivered across contact centres, the product demonstrated rapid onboarding, natural‑language access to data, and measurable operational gains while enabling scalable rollout. Engagements can be tailored from discovery and foundations through full implementation and run/optimise managed service.
Highlights
- Standardised Snowflake data model across telephony/WFM/HR/CRM for a single view of SLAs, agent behaviour, and cost‑to‑serve; frequent refresh to support intraday decisions
- Forecasting & workforce optimisation – Integrates WFM and HR systems signals to improve demand/supply planning and reduce variance versus plan
- Conversational analytics & AI – Snowflake Cortex Analyst enables natural‑language questions over governed data to speed insight generation and reduce MI backlog. (Additional differentiators we can include on the page: third‑party datasets via Snowflake Marketplace; proven Amazon Connect patterns; governance aligned to Capita policies.)
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Support is provided under Capita’s Professional Services and Master Terms with named engagement leads and escalation via Capita Service Management. Support models include business hours (8x5) or 24x7 by agreement, with handover runbooks for managed service.
Contact us for more information: marketplace-sales@capita.com