Capita Collaboration Technologies (CCT), part of Capita IT Enterprise Services, has signed a strategic agreement with Avaya, a global leader in business communications services, to launch a UK-based multi-channel cloud contact platform for UK enterprises.
Branded as Capita Contact Centre as-a-Service (CCaaS), this flexible, multi-channel platform will enable organisations to improve the customer experience in a flexible and cost-effective way while providing reassurance over data sovereignty. Capita already supports over 35,000 contact centre agents and more than 70,000 telephony users. Building on this experience Capita is now able to offer this next generation customer experience solution.
Recent research from Avaya indicates that one in four consumers are already using social media to contact organisations, while 62 percent want faster, more simple customer service.
With CCaaS, organisations can leverage multiple communication channels including voice, email, SMS, text, web chat and social media. The dynamic platform allows customer self-service, workforce optimisation and automated workflows. CCaaS provides full front and back office applications ensuring contact centres are managed from a highly resilient, secure and unified communications and contact centre platform. This enables simpler, more dynamic and efficient customer service delivery.
Additionally the cloud-based contact service offers organisations a cost-effective solution, allowing them to pay only for the IT services they require as they need them. Organisations taking advantage of CCaaS will also have the most up-to-date versions of the solution with little to no maintenance requirements.
Peter Hands, executive director, Capita IT Enterprise Services, said: “In today’s highly competitive marketplace, organisations that want to build brand loyalty and stay ahead of the competition need to communicate with customers through a variety of channels in a timely and personal way. CCaaS not only enables this, but also gives organisations the flexibility to scale their services up and down, so the customer experience is enhanced while cost effectiveness is maximised.
“By working with Avaya, and building on our experience in customer engagement and voice services we intend to enhance our status as a leading provider of UK-based cloud solutions.”
Simon Culmer, managing director of Avaya in the UK, said: “Avaya has long been a leader in building business communication solutions that serve our customers and partners while delivering unique customer experiences. For the last six years, we have been transforming to a software and services company through investing in new technologies, partnerships, and people. This has allowed us to drive growth and maintain high customer satisfaction in the industry globally.
Working with partners like Capita enables us to offer customers advanced communication tools with the delivery model of their choice. This flexibility in delivery models ensures that customers are moving forward in their digital transformation journey at their own pace, and within their budgets.”
Capita Collaboration Technologies (capita-ites.co.uk), part of Capita IT Enterprise Services, is focussed on transforming organisations by enabling exceptional customer experience and collaboration. We support customers through a consultative process to understand and address their business challenges through the application of industry leading technology solutions. Our portfolio comprises customer experience, collaboration and voice services.
We support and manage over 35,000 contact centre agents, 70,500 telephony users, 35 million voice minutes every month and support over 155,000 end-points. We are also the only UK organisation to offer and support Avaya, Cisco and Microsoft solutions from the cloud.
Capita IT Enterprise Services is a leading digital infrastructure provider in the UK, offering managed and outsourced services, service integration and specialist solutions.
Our service portfolio comprises cloud, infrastructure, applications, end user services, managed network services, collaboration, digital workplace, communications, data services, mobility, service management, intelligent buildings and specialist solutions.
Recent strategic acquisitions Include Managed IT Solutions, Updata Infrastructure, Network Technology Solutions, Solid State Solutions (S3), Pervasive Networks Ltd and Electranet.
Capita (capita.co.uk) is a leading UK provider of technology-enabled customer and business process services and integrated professional support services. With 74,000 people at over 400 sites, including 80 business centres across the UK, Europe, India and South Africa, Capita uses its expertise, infrastructure and scale benefits to transform its clients' services, driving down costs and adding value. Capita is quoted on the London Stock Exchange (CPI.L), and is a constituent of the FTSE 100 with 2014 revenue of £4.4 billion.
Avaya (avaya.com) is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.