Powering telecoms CX success internationally

Since partnering with VMO2, Capita has been delivering customer experience support across international markets, helping one of the UK’s leading telecoms providers improve performance, scalability, and service quality. The collaboration focuses on faster resolution times, multilingual capabilities, and consistent CX delivery across voice and digital channels.

With operations spanning India, South Africa, and the UK, Capita introduced universal agents, virtual call centres, and Gen AI tools to reduce friction and enhance service. Sanas AI was deployed to enable multilingual conversations, while standardised KPIs and productivity tools ensured measurable improvements.

By streamlining operations and integrating innovative solutions, Capita helped VMO2 reduce call handling times by 29% and manage over 530,000 customer interactions, transforming CX across regions.

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