Capita Taps Salesforce’s Agentforce for Agent-Driven Outsourcing Push

LONDON – June 11, 2025 – Salesforce, the world’s #1 AI CRM, today announced that Capita, a leading U.K. business process outsourcing (BPO) company, is deploying Agentforce, Salesforce’s digital labor platform, to become the leading agentic BPO organization in the U.K. The move aims to transform Capita’s internal operations and enhance services for its key customers.

Agentforce will spearhead Capita’s operational evolution, enabling the company, which specializes in business process solutions for clients across the public and private sectors, to improve efficiency and transform the customer and citizen experience.

Capita’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 “agentic” use cases. 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’s strategy of becoming the leading agentic BPO organization.

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:

• Volume recruitment, reducing the employee recruitment process from weeks to hours.
• Workforce Management, leveraging AI and Agentforce to effectively place, track, and optimize employees with the best shifts and opportunities based on availability and skills. 
• Optimizing assessment processes, including screening for eligibility, matching with appropriate solutions and offerings, delivery routing and tracking, and more. 

Capita, which operates in eight global markets, has already successfully deployed several Salesforce solutions including MuleSoft, Data Cloud, Sales Cloud and Service Cloud, Commerce Cloud, and Marketing Cloud. These existing solutions provide Capita with a single source of truth for every candidate and customer, enhancing service and personalizing interactions at scale.

Capita became the first B2B company in the U.K. to use Agentforce and is currently developing an industry-first, AI-powered recruitment-as-a-service tool. 

With agents and people working side-by-side, we’re excited to explore new business offerings from high scale recruitment through to next generation pension administration and streamlined customer and citizen support experiences.

Adolfo Hernandez, CEO, Capita

This collaboration with Salesforce aims to transform Capita’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-to-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.

“At Capita, we combine people, processes, and technology to deliver complex processes at scale. Salesforce’s Agentforce will help us to realize our ‘Better Capita’ strategy, which is underpinned by ‘Better Technology.’ With agents and people working side-by-side, we’re excited to explore new business offerings from high scale recruitment through to next generation pension administration and streamlined customer and citizen support experiences,” said Capita CEO Adolfo Hernandez. 

“Capita is setting the standard for what the AI centric future of work can look like in the UK – bringing people, data and AI together to reimagine how services are delivered at scale,” said Zahra Bahrololoumi, CEO, Salesforce U.K. & Ireland. “We’re proud to deepen our collaboration to deploy Agentforce to the heart of Capita’s 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 organizations move faster, operate smarter, and lead with confidence.”  

More information:

• Read more customer success stories on the Salesforce Newsroom
• Learn more about Agentforce