Elevate every customer interaction
In today’s digitally driven world, organisations are under immense pressure to meet rising customer expectations while maintaining operational efficiency. Over the past five years, inbound call costs have surged by 47%, and call durations have quadrupled, putting a strain on resources. Customers now expect seamless, low-effort experiences across all channels, with factors such as queue length and first-contact resolution playing a crucial role in satisfaction. To fulfil customer needs, 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: Our solution
Capita Contact, leveraging Amazon Connect - the generative AI-driven contact centre solution from AWS - 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.
By integrating advanced AI and analytics with human expertise, we elevate customer experiences, build lasting trust, improve workforce performance, and drive operational efficiency.
Our impact in numbers
Over 100 million
customer conversations handled annually.
40,000+ FTE
focused on delivering exceptional experiences.
52 cities across 9 countries
have our contact centres.
4,000 calls & 12,000 payments
managed daily for Transport for London’s ULEZ.
20,000 monthly rail bookings
supported for Network Rail.
3.5M helpline calls/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.
Why choose us?
A powerhouse partnership: Capita Contact and AWS
Capita Contact is 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:
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.
Key features and benefits
Our success:
Barnet’s contact centre transformation: Faster, smarter resident support with CapitaContact
We have 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. 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, Assistant Director for Resident Experience and Digital, London Borough of Barnet
Ready to elevate your contact centre operations?
Complete our contact form to arrange a conversation with our team and discover how Capita Contact, powered by AWS, can elevate your customer service.
Better experiences.
Better workforces.
Better performance.