Capita

Name

Capita

Legal name

Capita plc

Website

https://capita.com

Company type

Public

Founded year

1984

Operating status

Operating

Headcount range

5,001–10,000 employees

Ownership category

akta.pro rank

Product category

Business process outsourcing and AI-enabled managed services

NAICS

Individual and Family Services (6241), Software Publishers (5132)

SIC

Services-Social Services (8300), Services-Prepackaged Software (7372)

akta.pro primary industry

Infrastructure Outsourcing (IO) (BPAEAMAB)

Keywords

• Business process outsourcing
• Contact centre services
• Pensions administration
• Citizen experience services
• AI-enabled outsourcing

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Offices9 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. Business Process Outsourcing Contracts: Long-term outsourcing contracts with public and private sector clients for complex business processes including contact centres, pensions administration, learning services, and customer experience management. Revenue primarily driven by contractual fees, often structured as multi-year agreements with performance-based elements.
2. AI and Digital Solutions: AI-powered solutions including CapitaContact, AgentSuite, and AI Catalyst Stack offered as part of service delivery or potentially as standalone offerings. Includes data management and intelligence services.
3. Specialized Professional Services: Consultancy and transformation services including complaints handling, payments and collections, sales and retention, and workforce development. Often project-based or embedded within broader outsourcing contracts.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels6 records

Core offering

Capita is a publicly listed UK business process outsourcer delivering AI-enabled managed services and digital solutions to public sector and enterprise clients across eight countries. Core offerings include outsourced contact centre operations, pensions administration for over 2 million people, payments and collections (£1.7bn council tax collected annually), citizen experience, complaint handling, learning and specialised training, place/estates/net zero services, and sales and retention, increasingly augmented by an AI Catalyst Stack and a portfolio of proprietary AI agents.

Product overview

Capita is the UK's leading AI-enabled business process outsourcer offering a platform-plus-services architecture. The core product portfolio includes AI-powered contact centre solutions (CapitaContact powered by Amazon Connect), customer experience management tools (AgentSuite with Call Sight and Agent Assist), and natural language processing solutions (Capita Accelerate). These are unified under the AI Catalyst Stack, a four-layer technology framework that operationalises AI at scale. Capita also offers specialized AI agents including Capita Citizen Contact for public-sector enquiries, REMI for email triage, Contact Centre Analytics Agent for data insights, DataWorks for workforce management, Clive for innovation management, and Doris/Hugo/Vera for clinical assessment support. The services portfolio spans citizen experience, customer experience management, complaints handling, learning and training, pensions administration, payments and collections, place/estates/net zero, and sales and retention across public and private sectors in 8 countries.

Differentiator

Problem solved

Functional benefit

Brands

• AI Catalyst Stack: AI-powered technology framework for operationalising AI at scale in mission-critical services
• CapitaContact
• AgentSuite
• Capita Accelerate
• AgentSuite

Products and services

• CapitaContact Single, integrated omni-channel (voice, chatbot and SMS) contact centre platform powered by Amazon Connect. Automates simple interactions and equips agents with GenAI, delivering personalised customer experiences; cited productivity increase of 30% within six months.
• AgentSuite AI customer experience solution that includes Call Sight (automated QA from call recordings) and Agent Assist (summaries of past calls and customer information). Reported 20% reduction in average handling time and >15% improvement in first call resolution rates.
• Capita Accelerate Safe, secure natural language processing tool that analyses candidates' medical records to accelerate recruitment. Used by the British Army to scan 30,000 records a year with 30% reduction in processing time; approved by the Ministry of Defence.
• AI Catalyst Stack Four-layer technology framework (Process Observability, AI Build & Deployment Platforms, Orchestration & Integration Layer, Data Management & Intelligence) that operationalises AI safely, measurably, and at scale across Capita's BPO operations.
• Capita Citizen Contact Agent Self-service speech-to-speech AI for citizen enquiries in public-sector organisations, handling routine requests end-to-end for waste services, council tax, and licensing across voice and web chat with reported 99.3% knowledge retrieval success rate.
• REMI AI Agent AI agent powered by Microsoft Copilot that acts as first-level triage for customer email queries in regulated financial service environments using advanced NLP to read, categorise, and respond via pre-approved templates.
• Contact Centre Analytics Agent AI agent powered by Snowflake that surfaces data to users through natural-language queries, helping contact centre, back-office, and field teams explore data and uncover insights without specialist skills.
• DataWorks Data app built on the Databricks Data Intelligence Platform and Unity Catalog that blends datasets from multiple systems into a single view for real-time visibility of hours worked, forming the basis of a broader suite of Data Apps for workforce management.
• Clive AI Agent AI agent that streamlines capturing and evaluating innovation ideas in Capita's Catalyst Lab, transforming unstructured submissions into decision-ready, governed work and converting innovation management into a measurable portfolio.
• Doris, Hugo and Vera AI Agents AI agents supporting clinical assessors for the Troubles Permanent Disablement Payment Scheme. Vera manages incoming emails and routes requests, Hugo provides knowledge guidance on TPDPS processes and assessment activities, and Doris reviews reports for clerical issues.
• AI-Driven Managed SD-WAN Service AI-driven SD-WAN service built on AWS Cloud WAN infrastructure and Juniper's SD-WAN technology, delivered as an as-a-service model with intelligent traffic management, predictive analytics, real-time telemetry, automated provisioning, and integrated security including firewalls and VPN.
• Citizen Experience Public services solutions helping councils provide fast, easy access to employment, housing, funding, community spaces, and social services. Supports 62 million citizens with better local public services and distributed £750m to businesses during the pandemic.
• Customer Communications and Digital Services Integrated communication and digitisation solutions including digital mailroom, document management, hybrid mail, multichannel communications, print procurement, and scanning/digitisation services for paper-based and digital communications.
• Complaint Handling End-to-end complaints management services spanning outsourced contact handling, data analytics, and customer experience transformation. Handles 3 million customer complaints annually with 20 years of FCA regulation involvement and £7 billion remediation paid.
• Learning and Specialised Training Workforce development solutions with over 25 years of experience, including managed learning services, rapid scalable learning, and transformational learning. Capita is the number 1 strategic supplier of SITS and BPS to UK Government.
• Pensions Administration Administration, software, consulting, and experience/engagement services for pension schemes. Administers pensions for more than 2 million people, including the ten-year, £239m Civil Service Pension Scheme contract.
• Payments and Collections Technology-enabled solutions that improve payment rates and prevent debt. Collects £1.7 billion in council tax annually for UK local authorities.
• Place, Estates and Net Zero Decarbonisation and energy efficiency services for public sector buildings, estates transformation, planning and regeneration, and building safety. Helps local authorities achieve net zero targets by 2050.
• Sales and Retention Services that engage customers through strategic pricing, omnichannel experiences, and smoother sales processes, leveraging generative and agentic AI to help retailers stay ahead of consumer expectations.

Quantifiable outcome

• 30% productivity increase in contact centres within 6 months using CapitaContact
• +12 more outcomes

Named customers16 records

Segments8 records

Ideal customer profiles6 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration13 records

AI capability13 records

Feature11 records

Partnerships

Nine partnerships are on record, tiered core and minor.

• Inspirit CapitalcoreOthers · 26 March 2026Inspirit Capital acquired Capita's private sector contact centre business for £1 (plus up to £61.5m contingent consideration). The divested business generated £398.1m revenue in 2025 but posted £34.9m operating loss. Deal expected to complete before August 2026, supporting Capita's strategic focus on public sector and pensions.
• SnowflakecoreTechnology or Integration · 2 March 2026Multi-year agreement with Snowflake to integrate its AI Data Cloud platform into Capita's AI Catalyst Stack for contact centre operations. Enables unified data in near real-time, streamlined manual reporting workflows, and reduction in costs while improving decision-making. Capita joined Snowflake Partner Network. Pilot achieved measurable performance improvements within four months with four clients in UK and Ireland.
• KEMS Zajil (Kuwait)minorGTM or Marketing Partner · 29 June 2025MoU signed during London Tech Week 2025 to enhance cybersecurity and managed service offerings. Brings specialized expertise in cybersecurity professional services, cyber lab design, and managed security operations to serve SMEs, enterprises, and government clients in Kuwait and the wider region.
• Amazon Web Services (AWS)coreTechnology or Integration · 29 July 2024AWS is a key hyperscaler partner for Capita's AI transformation. Capita is an AWS Gold Standard partner with three Microsoft Partners Designations. Collaborations include CapitaContact (powered by Amazon Connect), AgentSuite, AI-driven managed SD-WAN service powered by AWS Cloud WAN, and the AI Catalyst Stack integration with Snowflake on AWS infrastructure. Capita launched the first European BPO Storefront on AWS Marketplace.
• MRI SoftwarecoreOthers · 9 July 2024MRI Software acquired Capita One, Capita's standalone software business for £200m. Capita One provided software for public sector organisations including tools for education, tax collection, benefits administration, and housing. Deal aligned with Capita's strategy to focus on businesses with material future opportunities.
• MicrosoftcoreTechnology or IntegrationCapita holds three of seven Microsoft Partners Designations and is working toward additional designations. Partnership includes Microsoft Copilot deployment for internal productivity and client solutions, GitHub AI-powered coding assistant for developers, and integration of Copilot for pension case management (REMI agent).
• SalesforcecoreTechnology or IntegrationCapita is the first B2B company in Europe and the UK to deploy Salesforce Agentforce. Partnership delivers Agentforce 360 and MuleSoft AI solutions across defence, education, and regulated industries. The 'Customer Zero' approach deploys agents internally first. Over 1,000 management and recruitment hours saved in four months; 43% reduction in candidate screening time.
• ServiceNowcoreTechnology or IntegrationPartnership with ServiceNow enables simplification of complex processes and digital transformation for public and private sector clients. Integration with ServiceNow supports AI-powered networking capabilities.
• MultiverseminorImplementation/ SI/ Consulting PartnerPartnership with Multiverse to deliver AI training through the Capita Academy, providing employees with a one-year accredited AI apprenticeship on 'AI for Business Value'. Part of Capita's strategy to upskill 750+ workforce on AI transformation.

Scale indicators17 records

Recent moves8 records

Expansion highlights6 records

Direct peers

• Concentrix: Global customer experience and BPO provider with a large contact centre footprint serving technology, telecom, financial services, and public sector. Closest peer to Capita's contact centre and citizen experience operations, including omnichannel and AI agent deployments.
• Conduent: US-listed BPO specialising in government services, transportation, and commercial customer experience. Directly comparable to Capita's public sector workflow delivery (benefits administration, payments and collections, transport services like ULEZ/Congestion Charge).
• Foundever (formerly Sitel Group): Global CX/BPO provider with AI-augmented contact centre operations serving technology, financial services, and consumer verticals. Comparable operating model to Capita's customer experience business divested to Inspirit, and competes on AI-led agent productivity metrics.
• Serco Group: UK-listed public services outsourcing company operating across government, defence, health, and transport. Most direct peer to Capita's UK central and local government BPO business, competing for similar outsourcing contracts and sharing exposure to UK public sector spending cycles.
• Sopra Steria: European-headquartered IT services and business process outsourcing firm with significant UK public sector presence (defence, justice, healthcare). Closely comparable to Capita's UK-centric public services outsourcing footprint and vertical mix.
• Teleperformance: Global leader in customer experience management and contact centre BPO with AI-augmented agent deployments. Direct competitor in omnichannel customer management and AI-enabled agent productivity, intersecting with CapitaContact and AgentSuite offerings.
• Genpact: US-listed pure-play business process outsourcing and digital services firm focused on banking, insurance, and regulated industries. Comparable AI-enabled service delivery model and target verticals of financial services and public sector adjacent work mirror Capita's regulated BPO positioning.

Broad incumbents

• Accenture: Global professional services and technology firm with a large BPO/managed services practice spanning public sector, financial services, and healthcare. Competes with Capita on large outsourcing deals but operates across an enormously broader consulting and transformation portfolio.
• Infosys: Global IT services and BPO firm with explicit focus on AI-first operating models and a BPM practice serving financial services, telecom, and public sector. Comparable to Capita in digital-led outsourcing and AI deployment, but very different scale and geographic mix.
• Wipro: Global IT services and BPO major with strong public sector and BFSI practices. Overlaps with Capita on AI-enabled service delivery, customer experience, and pensions/wealth administration, but operates at much larger scale and across offshore delivery.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat6 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/CapitaPlc
• YouTubeyoutube.com/@capita
• Facebookfacebook.com/Capitaplc
• LinkedInlinkedin.com/company/capita
• Instagraminstagram.com/lifeatcapita

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Subsidiaries1 record

Funding overview

Funding rounds2 records

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A98 records

Investments3 records

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Capita