Telecoms and media

Transform customer conversations into growth opportunities.

Smart, multi-channel solutions that help you cut costs without cutting corners. Streamline voice interactions, reduce handling time, and deliver consistent support with multi-skilled agents. Maximise every touchpoint to drive sales and elevate customer experience - no transfers, no friction, just results.

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In numbers: Capita and the telecoms, media and technology industry

57%

sales increase

80%

first call resolution

#1

rated Ofcom provider

Why choose us?

Omnichannel optionality to accommodate all customer preferences.

Cost effective solutions that don’t compromise quality.

Streamlined interactions and reduced handling time for more efficient voice interactions.

Multi skilled agents with comprehensive resolutions.

Touchpoint optimisation to unlock sales opportunity.

Featured highlights

New report: Connecting the dots with AI

Our latest research report with Everest Group, explores why an integrated CX strategy is now a business imperative for telecom operators.

Powering telecoms CX success internationally

We’ve been helping VMO2 with challenges such as inconsistent regional performance, diverse customer segments, and the demand for quicker issue resolution.

Unified CXM for telecoms: AI-driven orchestration and agile governance

Customer expectations are rising. Telecoms and other sectors are rethinking how they connect with people. Disconnected systems no longer work.

See how joined-up customer engagement is reshaping CX. Get expert insights and practical advice to build loyalty and grow.

You’ll learn:

How to overcome fragmentation and unlock growth with a unified CXM approach.
The key ingredients of a high-impact CX strategy - from AI-powered orchestration to agile governance.
Real transformation stories, with measurable results and tactical takeaways.

Watch our session with Everest Group

Our hyperscaler partnerships

We’re transforming the delivery of services for our clients with our groundbreaking AI solutions, delivered in collaboration with our hyperscaler partnerships:

CapitaContact: A comprehensive AI-powered offering designed to transform customer experience and contact centre performance, supporting quick and agile flexibility during peak seasons.

AgentSuite: A Gen AI tool designed to improve customer service by streamlining and enriching the experience for clients, their customers, and agents using real-time tips, product information, and emotional insights.

Find out more about our hyperscaler partnerships