{"id":72414,"date":"2025-06-11T09:00:00","date_gmt":"2025-06-11T08:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&#038;p=72414"},"modified":"2025-06-11T08:34:30","modified_gmt":"2025-06-11T07:34:30","slug":"capita-agentforce-outsourcing-automation","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2025\/06\/11\/capita-agentforce-outsourcing-automation\/","title":{"rendered":"Capita Leverages Salesforce\u2019s Agentforce, Aiming to Become the UK\u2019s Leading Agent-Driven Outsourcing Solution"},"content":{"rendered":"\n<p>LONDON \u2013 June 11, 2025 \u2013 Salesforce, the world\u2019s #1 AI CRM, today announced that Capita, a leading UK business process outsourcing (BPO) company, is deploying Agentforce, Salesforce\u2019s digital labor platform, to become the leading agentic BPO organisation in the UK. The move aims to transform Capita&#8217;s internal operations and enhance services for its key customers.<\/p>\n\n\n\n<p>Agentforce will spearhead Capita\u2019s operational evolution, enabling the company, which specialises in business process solutions for clients across the public and private sectors, to improve efficiency and transform the customer and citizen experience.<\/p>\n\n\n\n<p>Capita&#8217;s AI Catalyst Lab, a dedicated team focused on identifying and scaling AI solutions, has already collaborated with Salesforce to identify over 220 AI and &#8220;agentic&#8221; use cases.&nbsp;<\/p>\n\n\n\n<p>The new capability will enable agentic AI across its internal and external operations, including workforce management, assessment-as-a-service and client engagement, cementing Capita\u2019s strategy of becoming the leading agentic BPO organisation.&nbsp;<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tWorld Tour London News\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/uk\/news\/collections\/london-tour-london-2025\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span>Here<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>The deployment of Agentforce is set to accelerate and streamline processes, driving revenue and bringing new products and services to enhance customer service. Key areas of impact include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Volume recruitment, reducing the employee recruitment process from weeks to hours.<\/li>\n\n\n\n<li>Workforce Management, leveraging AI and Agentforce to effectively place, track, and optimise employees with the best shifts and opportunities based on availability and skills.&nbsp;<\/li>\n\n\n\n<li>Optimising assessment processes, including screening for eligibility, matching with appropriate solutions and offerings, delivery routing and tracking, and more.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Capita, which operates in eight global markets, has already successfully deployed several Salesforce solutions including <a href=\"https:\/\/www.mulesoft.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">MuleSoft<\/a>, <a href=\"https:\/\/www.salesforce.com\/uk\/data\/\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a>, <a href=\"https:\/\/www.salesforce.com\/uk\/sales\/cloud\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a> and <a href=\"https:\/\/www.salesforce.com\/uk\/service\/cloud\/\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>, <a href=\"https:\/\/www.salesforce.com\/uk\/commerce\/\">Commerce Cloud<\/a>, and <a href=\"https:\/\/www.salesforce.com\/uk\/marketing\/\" target=\"_blank\" rel=\"noreferrer noopener\">Marketing Cloud<\/a>. These existing solutions provide Capita with a single source of truth for every candidate and customer, enhancing service and personalising interactions at scale.<\/p>\n\n\n\n<p>Capita became the first B2B company in the UK to use Agentforce and is currently developing an industry-first, AI-powered recruitment-as-a-service tool.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>With agents and people working side-by-side, we\u2019re excited to explore new business offerings from high scale recruitment through to next generation pension administration and streamlined customer and citizen support experiences.<\/p>\n<cite>Adolfo Hernandez, CEO, Capita<\/cite><\/blockquote>\n\n\n\n<p>This collaboration with Salesforce aims to transform Capita&#8217;s own recruitment, with the intent of offering a new, streamlined, cost-effective service to its customers and accelerating time to value. Capita previously faced challenges recruiting staff for contact centers at scale, with a manual process yielding a 50-1 fill ratio. The Agentforce-built platform will have the capability to process 10,000 people a year, interacting with candidates in natural language and identifying the right people for the right job at the right time, enhancing both the candidate and recruiter experience.<\/p>\n\n\n\n<p>\u201cAt Capita, we combine people, processes, and technology to deliver complex processes at scale. Salesforce\u2019s Agentforce will help us to realise our \u2018Better Capita\u2019 strategy, which is underpinned by \u2018Better Technology\u2019. With agents and people working side-by-side, we\u2019re excited to explore new business offerings from high scale recruitment through to next generation pension administration and streamlined customer and citizen support experiences,\u201d said Adolfo Hernandez, CEO at Capita.&nbsp;<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"72404\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/agentic-ai-skills-world-tour-london\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/UKI-CEO-byline-on-digital-labor-research-content-TBD.png?w=1024\" class=\"content-card__image\" alt=\"UKI Salesforce CEO Agentic AI Skills\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/UKI-CEO-byline-on-digital-labor-research-content-TBD.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/UKI-CEO-byline-on-digital-labor-research-content-TBD.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/UKI-CEO-byline-on-digital-labor-research-content-TBD.png?w=768&amp;h=432 768w, 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https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/UKI-CEO-byline-on-digital-labor-research-content-TBD.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/agentic-ai-skills-world-tour-london\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tWhy Investment in AI and Skills is Critical to Realising the UK&#8217;s Growth Ambitions\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"72426\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2025\/06\/11\/heathrow-airport-agentforce-passenger-experience\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/Heathrow-Airport-enhances-the-passenger-experience-and-resolves-90-of-customer-chats-with-Agentforce.png?w=1024\" class=\"content-card__image\" alt=\"Heathrow Airport with Agentforce\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/Heathrow-Airport-enhances-the-passenger-experience-and-resolves-90-of-customer-chats-with-Agentforce.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/Heathrow-Airport-enhances-the-passenger-experience-and-resolves-90-of-customer-chats-with-Agentforce.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/Heathrow-Airport-enhances-the-passenger-experience-and-resolves-90-of-customer-chats-with-Agentforce.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/Heathrow-Airport-enhances-the-passenger-experience-and-resolves-90-of-customer-chats-with-Agentforce.png?w=1024&amp;h=576 1024w, 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https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/Heathrow-Airport-enhances-the-passenger-experience-and-resolves-90-of-customer-chats-with-Agentforce.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/06\/Heathrow-Airport-enhances-the-passenger-experience-and-resolves-90-of-customer-chats-with-Agentforce.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2025\/06\/11\/heathrow-airport-agentforce-passenger-experience\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tAgentforce Takes Flight at Heathrow: New AI Agent Resolves 90% of Queries to Enhance Traveler Experience\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t3 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_press_release\/72414\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p>\u201cCapita is setting the standard for what the AI centric future of work can look like in the UK \u2013 bringing people, data and AI together to reimagine how services are delivered at scale,\u201d said Zahra Bahrololoumi, CEO, Salesforce UK &amp; Ireland. \u201cWe\u2019re proud to deepen our collaboration to deploy Agentforce to the heart of Capita\u2019s business and operations, unlocking new ways to serve customers, and empower its teams. More than a transformation, this is a bold vision for the role of digital labour in helping organisations move faster, operate smarter, and lead with confidence.\u201d&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-learn-more\">Learn more:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read more World Tour London news&nbsp;<a href=\"https:\/\/www.salesforce.com\/uk\/news\/collections\/london-tour-london-2025\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n\n\n\n<li>Tune in to World Tour London on&nbsp;<a href=\"https:\/\/www.salesforce.com\/plus\/experience\/world_tour_london_2024\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce+<\/a><\/li>\n\n\n\n<li>Learn more about <a href=\"https:\/\/www.salesforce.com\/uk\/agentforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>LONDON \u2013 June 11, 2025 \u2013 Salesforce, the world\u2019s #1 AI CRM, today announced that Capita, a leading UK business process outsourcing (BPO) company, is deploying Agentforce, Salesforce\u2019s digital labor platform, to become the leading agentic BPO organisation in the UK. The move aims to transform Capita&#8217;s internal operations and enhance services for its key [&hellip;]<\/p>\n","protected":false},"author":267,"featured_media":72413,"template":"","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[],"sf_theme":[3979],"sf_topic":[8727,3978,3998,8284],"sf_product":[8438],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4088],"sf_collection":[8884],"sf_visibility":[],"coauthors":[3995],"class_list":["post-72414","sf_press_release","type-sf_press_release","status-publish","has-post-thumbnail","hentry","sf_theme-customer-engagement","sf_topic-agents","sf_topic-artificial-intelligence","sf_topic-customer-success","sf_topic-enterprise-ai","sf_product-agentforce","sf_location-uki","sf_collection-london-tour-london-2025"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Capita Taps Salesforce\u2019s Agentforce for Outsourcing Push - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2025\/06\/11\/capita-agentforce-outsourcing-automation\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Capita Leverages Salesforce\u2019s Agentforce, Aiming to Become the UK\u2019s Leading Agent-Driven Outsourcing Solution\" \/>\n<meta property=\"og:description\" content=\"LONDON \u2013 June 11, 2025 \u2013 Salesforce, the world\u2019s #1 AI CRM, today announced that Capita, a leading UK business process outsourcing (BPO) company, is deploying Agentforce, Salesforce\u2019s digital labor platform, to become the leading agentic BPO organisation in the UK. 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