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.”
About Capita plc
Capita is a modern outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across eight countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We play an integral role in society - our work matters to the lives of the millions of people who rely on us every day. www.capita.com
For more information, please contact:
Investor enquiries
Helen Parris
Director of Investor Relations
Email: IRteam@capita.co.uk
Stephanie Little
Head of Investor Relations
Email: IRteam@capita.co.uk
Media enquiries
Email: media@capita.co.uk
Capita today announces that it has been selected to deliver the Synergy Business Process Services contract worth £370 million.
Read more
Capita, a leading AI-led UK business process outsourcer, has today announced a multi-year agreement with Snowflake, the AI Data Cloud company.
Read more
Capita plc announces its pensions business has secured a contract renewal with an existing UK client effective from Q1 2026, valued at £137 million for a total term up to 10 years.
Read more
Capita has secured a new contract with Emovis, a leading provider of electronic toll payment solutions, to deliver print and fulfilment services related to the Dartford Crossing.
Read more
Share