TECH NEWS

How Capita is using unified contact center data and AI to boost public sector services offering

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Outsourcing specialist Capita had a problem - its contact center environment had grown organically, resulting in fragmented legacy databases, siloed systems, and a lack of centralized visibility into performance.

To overcome these challenges, the organization recognized it needed a single, consolidated view of its data. According to Sameer Vuyyuru, Chief AI and Product Officer at Capita:

We knew that the hundreds of disparate data sources needed to be consolidated onto a platform. We needed a platform that was IaaS-agnostic and that could run on AWS and Azure, because our customers require us to run on these different platforms.

The firm now uses Snowflakes’ data platform to enable its AI Catalyst Stack, a multi-stage technology framework that helps the business process outsourcer operationalize AI. This starts with process observability and an understanding of how workflows can be automated to produce operational efficiencies. Using a low-code approach on Snowflake technology, staff can...

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