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Capita today announces that its contact centre business within Capita Experience has secured a key contract extension with Samsung Electronics UK.

Capita has worked with Samsung UK, a world-renowned technology leader, since 2011, providing customer experience services including technical voice support for mobile customers, customer solutions and online social media community management.

In 2016, Capita established a Business Service Centre (BSC) to serve the needs of Samsung’s business partners, offering services including technical support, customer service, and managed services.

Under the new contract, Capita will continue to provide voice, email, and social media community management support to Samsung customers who purchase electronic products, ranging from TVs to mobile phones.

The new contract will deliver impactful transformation driven by technology, including the migration of the telephony system to AWS Connect-powered Capita Contact and running a proof-of-concept in the BSC with Agent Suite, Capita’s flagship GenAI-powered platform.

These solutions will provide a more personalised and proactive service, improving the customer and colleague experience. This approach aligns with and supports Samsung’s mission to inspire consumers to adopt the company’s innovative technology, and to get more out of their technology and relationship with Samsung.

Corinne Ripoche, CEO of Capita Experience, said: “These new contracts further strengthen our 14-year partnership with Samsung, and we will be prioritising innovation and quality to ensure seamless, efficient, and valuable experiences for Samsung and their customers. I am especially excited that we will be driving these experiences via the increased application of technology and AI."

“Our focus on transformation for clients by bringing technology, people and processes together is at the heart of Capita’s strategy, and I am looking forward to seeing this in action with Samsung.” 

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