Capita has announced a significant contract extension with Samsung Electronics UK, reinforcing a 14-year collaboration focused on delivering high-quality customer experience and operational excellence. 

The renewed partnership will see Capita’s contact centre business, part of Capita Experience, enhance its services with cutting-edge AI and cloud-based technologies designed to elevate both customer and colleague engagement.

Since their partnership began in 2011, Capita has supported Samsung UK across a wide range of customer experience services, from technical voice support for mobile customers to online community management and bespoke customer solutions. 

In 2016, Capita launched a dedicated Business Service Centre (BSC) to serve Samsung’s business partners, offering technical support, managed services, and customer care operations.

Under the new contract, Capita will continue to handle voice, email, and social media interactions for Samsung customers purchasing electronics, from smartphones to home entertainment systems. 

The collaboration will also introduce transformational technology initiatives, including the migration of Samsung’s telephony system to AWS Connect-powered Capita Contact, and the deployment of a proof-of-concept for Agent Suite, Capita’s flagship GenAI-powered platform.

These innovations will deliver a more personalised, predictive, and efficient service, aligning with Samsung’s mission to inspire consumers and help them get more out of their technology.

“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. Our focus on transformation through technology, people, and process is at the heart of Capita’s strategy,” Corinne Ripoche, CEO of Capita Experience, commented.

Discover how Capita Experience is transforming customer engagement through AI-driven innovation and strategic partnerships in this article.