Capita secures £220m customer experience deal with European telecoms giant

LONDON: Capita Plc has announced a £220m deal to extend and expand its customer experience contract with a major European telecoms provider. The deal will see Capita support the telecoms provider’s consumer and business customers across a range of products and services, including mobile phone and TV products, order fulfillment, and customer retention.

Capita will also leverage conversational AI tools, such as chatbots and messaging channels, to enhance customer engagement and sales performance.

The deal, which runs from now to 2030, includes £55m of additional scope and a £165m renewal, with an option to extend for a further three years. This is on top of the existing deal, which is worth c.£200m from now to 2027. Capita has been a strategic partner of the telecoms provider for 25 years, offering technical support, user helpdesk, new customer queries, upselling, and billing inquiries.

Adolfo Hernandez, Capita CEO, said: “We are exceptionally proud to be building on our 25-year partnership with our client with this expanded remit, reflecting the huge trust they place in Capita to deliver outstanding outcomes. This win is testament to our exceptional track record of delivery for our client. We are focused on embedding technology to enable greater efficiency and provide a better, personalised customer experience. We will continue to look for opportunities to enhance the customer experience and the productivity of our client.”

Capita is one of Europe’s main customer experience businesses, with market-leading positions in the UK, Ireland and Switzerland, and a major presence in Germany.

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