Contact Centre Platform

While enquiries may arrive across multiple channels, your focus must be on the customer, so you cannot manage the channels in silos. Whether your platform preference is on-premise, in the cloud or as-a-service, your contact centre platform must serve the customer whether they phone, text, email or tweet their enquiry.

Capita Contact Centre as-a-Service

CCaaS is a flexible, multi-channel UK-based cloud platform that enables you to improve the customer experience in a flexible and cost-effective way.  With CCaaS, you can leverage multiple communication channels including voice, email, SMS, text, web chat and social media. The dynamic platform facilitates customer self-service, workforce optimisation and automated workflows. More

Contact Centre Platform – our omni-channel partners

Capita has developed deep expertise from working in local government, central government and health through to commercial industries in finance, legal, manufacturing, telecommunications and retail. These are often complex mixed-estate environments which are at varying stages on their journey to the cloud. Our solutions architects, technical design authorities and engineers are therefore experienced across all the major platforms, with particular emphasis on

Avaya: is the world’s biggest contact centre solutions provider by market share and Capita is proud to be an Avaya platinum partner.

Cisco: is ranked as a leader in the Gartner Magic Quadrant for contact centre infrastructure providers and Capita is proud to be a Cisco gold partner.

Interactive Intelligence: is ranked as a leader in the Ovum Decision Matrix for multichannel cloud contact centre and Capita is proud to be an InIn gold partner.

Microsoft: with the growing applicability of solutions such as Skype for Business for the contact centre, Capita is proud to be a Microsoft gold partner.

Contact Centre Platform – your next move

While new competitors in your market may not be burdened with legacy systems and processes, most clients we engage with will, like you, have an existing, complex, contact centre environment. The key to your success is engaging with a partner that has both the right technology portfolio and the deep understanding of the contact centre that is required to make the technology work for you. This is where Capita can help so get in touch to find out more about how our contact centre platform solutions can drive down your costs and improve your customer experience, or call us on 0117 311 5757.

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