Case Study - Transforming Contact Centre Operations with Snowflake AI Data Cloud

Background

Capita partnered with Vivanti to deploy Snowflake’s AI Data Cloud within its contact centres, enabling AI-driven analytics and a unified view of operational performance within just four months.

Vivanti utilised its Value Creation Framework to deliver a scalable enterprise data platform that consolidates operational data, accelerates insight generation, and enables Capita to embed AI into service delivery analytics, creating value not only for Capita, but also its customers.

Challenge

Capita manages extensive contact centre services across various sectors, resulting in hundreds of millions of customer interactions annually. With the operational data fragmented across many different systems and centres, there were challenges in overall visibility, manual reporting effort, and deployment of AI and advanced analytics. These challenges drove Capita to modernise its data infrastructure and enable standardised AI-driven insights, to empower front line teams with the insights they need at the times they need them.

Key elements of our solution include:

Vivanti led the implementation of the Snowflake AI Data Cloud platform, working alongside Capita colleagues, integrating operational data from telephony systems, CRM platforms, workforce tools, and customer interaction channels into a single unified analytics environment.

• Unified contact centre analytics across the entire business process outsourcing ecosystem.
• AI-powered conversational analytics enabling faster insights using Snowflake Intelligence.
• Standardised data models and reporting across operations enabling rapid onboarding of new contact centres.

This architecture allows Capita to deploy repeatable analytics and AI-enabled insights across its contact centre estate.

Results

The Snowflake AI Data Cloud is now an embedded part of Capita’s AI Catalyst Stack framework and is delivering real value to Capita customers. Capita has created a scalable foundation for AI-enabled service delivery, enabling better operational insight, improved workforce planning and enhanced customer outcomes.

1. Open cross-platform sharing: Operational data from multiple systems is now consolidated into a unified platform, enabling cross-centre benchmarking and faster decision-making.
2. AI-ready service delivery: The platform enables Capita to deploy AI-driven analytics across service operations and customer journeys, enhancing the speed of insight generation.
3. Scalable analytics foundation: The platform is now being rolled out across remaining contact centres, supporting services for major enterprise and public sector clients.

Steve Wright, Chief Data Officer at Capita, said: "Working with the Vivanti team has been inspiring. Their expertise and delivery pace has helped lift our internal capability, so that we can continue the adoption of Snowflake at pace across Capita’s operations."

Ross Thompson, Operations Director at Capita, said: "With Snowflake Intelligence, our team now has instant access to actionable insights, freeing precious time and empowering them to coach our agents to help them deliver an even higher standard of service to every customer. The Vivanti team accelerated our adoption, and it’s transformed the way we support our people on the front line."

Mark Howe, Business Development Director at Capita, said: "Having worked closely with Vivanti as our implementation partner, I’ve witnessed how the Snowflake AI Data Cloud empowers organisations to fully harness their data. Thanks to this collaboration, transformation is not only achievable, but sustainable for the future."