Capita Switzerland is working with Amazon Web Services (AWS)
Date Published
28/01/2025
Reading time
2 minutes
Capita Customer Services AG collaborates with Amazon Web Services (AWS) to modernise the customer service through CapitaContact, leveraging Amazon Connect
Tägerwilen, 28.01.2025 – Capita Customer Services AG, one of Europe's leading outsourcing service providers for customer management, is pleased to announce the launch of CapitaContact, which uses Amazon Connect, the generative AI-powered contact centre solution from Amazon Web Services (AWS). Capita’s London-based parent company, Capita plc, an AWS Public Sector and Advanced Tier Services Partner, has already successfully piloted CapitaContact with a client from the public service sector, 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. Now, the Swiss division can also support its clients in transforming customer service to a new level.
By deploying CapitaContact, Capita will be able to transform its customer service platform to a powerful, flexible and scalable solution that also enables the seamless integration of artificial intelligence (AI). With the support of Amazon Q, Amazon Connect's generative AI-powered assistant, Capita's expert contact centre agents will increase their productivity and have more capacity to deliver an excellent, personalised customer experience. By improving the caller experience, Capita's service teams can focus on more complex activities by automating simpler interactions.
The demonstrable positive impact on customer service has been achieved by using CapitaContact in projects of the Capita Experience Division in the UK and Ireland. The advantage for customers is a higher quality of service. Thanks to the cloud-based solution, customers benefit from faster response times, personalised service offerings and a smooth communication flow across different channels. Omnichannel support offers customers continuous service across all channels, without sacrificing quality. The improved scalability enables Capita and its clients to respond flexibly to changes in demand and to efficiently adjust customer service at any time.
Our partnership with AWS is an important step in providing our customers with a more modern and efficient service experience. With CapitaContact, we can respond to our customers’ changing needs while optimising our internal processes. The pilot project has shown that with CapitaContact we are on the right track for optimised, scalable and high-quality customer service.
Christian Ecknauer, Managing Director Capita Experience Switzerland
About Capita
Capita is one of Europe's leading outsourcing service providers and handles customer management for companies from a wide range of industries. It supports its clients in their digital transformation and thus strengthens them for the challenges of the future.
With around 41,000 colleagues, the company has made it its mission to ensure that every customer contact is a good contact - through empathetic customer service employees combined with the right technologies that positively change and simplify the connections between companies and their customers.
Capita is listed on the London Stock Exchange (CPI.L) and operates sites in the UK, Europe, India and South Africa. The company is based on two divisions - Capita Public Service and Capita Experience - which focus on different growth markets and customer needs. In Germany and Switzerland, as part of the Experience Division, Capita takes on customer management for companies in various industries, always with the aim of creating better customer experiences.
Press contact:
Capita Customer Services (Germany) GmbH
Janine Kammann
Head of Marketing & Communications (Germany and Switzerland)
Phone: +49 (0) 151 527 179 25
E-mail: janine.kammann@capita-europe.com
