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News : Capita Collaborates with Amazon Web Services (AWS) to Deliver a Contact Centre and Service Excellence

#contactcenterworld, @capitacareers, @awscloud

London, UK, June 10, 2024 - Capita plc announces CapitaContact, leveraging Amazon Connect, a generative AI-powered contact centre solution from Amazon Web Services (AWS), which helps organisations transform customer experience from day one.

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.

"CapitaContact 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, London Borough of Barnet Assistant Director for Resident Experience & Digital

This new digital customer experience solution will support the acceleration of Capita’s managed service offering by leveraging Amazon Connect’s secure contact centre platform. Capita’s 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.

"CapitaContact, powered by AWS, will deliver material efficiencies for both our public and private sector clients who want an exceptional, intuitive and personalised experience.

"Our collaboration with AWS is testimony to our commitment to partnering with hyperscalers to create best in class technology solutions for our clients that optimise operational efficiency and productivity gains and scale quickly, when required." -- Adolfo Hernandez, Capita CEO

"Amazon Connect clients are focused on accelerating customer experience innovation and lowering costs with generative AI, CapitaContact will bring these benefits to even more organisations and their customers." -- Pasquale DeMaio, Vice President of Customer Experience Services at AWS

#contactcenterworld, @capitacareers, @awscloud

Posted by Veronica Silva Cusi, news correspondent 
Source: https://www.capita.com/news/next-gen-contact-centre-service-excellence-amazon-web-services-collaboration


About Capita:
Company LogoOutsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved customer services Supported by our extensive capabilities Comprehensive range of expertise and resources Extensive business centre network Flexible, efficient service agreements and delivery models - onshore, nearshore and offshore
Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

About Amazon Web Services:
Company LogoAmazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these services are Amazon EC2 and Amazon S3.
Company Facebook   Company Twitter   Company YouTube   Company Profile Page

Today's Tip of the Day - 0 - 100% Rollout Can Hurt

Read today's tip or listen to it on podcast.

Published: Wednesday, June 12, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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