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.

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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 to:

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

We understand the public sector's unique challenges in handling complex cases and supporting vulnerable citizens. Our evolving solutions leverage new technologies to enhance citizen experiences and boost service efficiency.

Easily integrates with existing systems and workflows, ensuring minimal disruption. Effortlessly scale your operations to meet fluctuating demands, providing consistent service quality even during peak times.

Our improved UI and omnichannel, 24/7 self-serve capabilities reduce agent time by 20%, allowing your team to handle tasks more efficiently. The concurrent chat capability feature reduces handling time even further by 15%, enabling agents to manage multiple interactions simultaneously and increase productivity.

Agents can use the 35% time release to focus on vulnerable customers or complex cases, improving the quality of customer service.

Boost agent effectiveness and single engagement resolutions with a streamlined interface for all customer interactions.

Gain deep insights into customer interactions and agent performance, enabling data-driven decision-making and continuous improvement.

Provide immediate support to website visitors through live chat and ensure consistent, high-quality service across voice, chat, email, and social media channels.

Tailor the platform to meet your organisation’s specific needs while benefiting from AWS’s robust security framework, ensuring data protection and regulatory compliance.

Lower overall costs through efficient resource allocation and utilise AI-driven training modules to help agents quickly learn and adapt, improving their effectiveness and job satisfaction.

Use predictive analytics to anticipate customer needs and engage proactively. GenAI capabilities enable agents to focus on strategy, creativity, judgement calls, complex queries, and building customer relationships.

Our success:

Barnet’s contact centre transformation: Faster, smarter resident support with Capita Contact

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

Thought leadership articles:

Operational imperatives must always come first

Technology is continuing to transform contact centre service provision, but it is not a panacea for public sector organisations...

Enhancing self-service solutions to reduce costs at every touchpoint

Effective digital transformations require full alignment of people, processes and technologies...

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.

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Better exper­iences.

Better work­forces.

Better perform­ance.