A new contract win with its UK channel partner, Capita Customer Management
Eckoh have announced a new contract win with its UK channel partner, Capita Customer Management which is Eckoh’s fifth significant contract win through the Capita channel since the partnership was created in 2013.
The three-and-a-half-year contract has a minimum value of £1.4m and will see Eckoh provide a broad customer engagement and secure payments solution to a Capita client in the public sector.
Eckoh will deliver the solution using the innovative Eckoh Experience Portal (“EXP”); its upgraded technology platform for delivering Omni-Channel services acquired through the addition of Klick2Contact to the Group in 2016, alongside its existing capability that includes secure payment products and market-leading customer engagement solutions. EXP will enable consumers to interact through any engagement channel including voice, email, webchat, social media and chatbot, and then switch seamlessly between channels. The inclusion of Eckoh’s patented secure payment products means the portal can meet all of the requirements for today’s contact centres.
Eckoh’s solution will enable consumers to become more self-sufficient and benefit from a better customer experience, based on a broader range of digital engagement. This will drive efficiency for Capita’s client by reducing agent involvement on more straightforward enquiries, which will reduce call abandonment, raise revenue collection and increase customer satisfaction.
The solution is expected to go live by the end of the financial year.
Nik Philpot, Chief Executive Officer, said:
“We are delighted to be working with Capita once again on this significant new contract. This contract win reinforces our market-leading position in delivering specialist customer engagement solutions and demonstrates the value of our strategic channel partner relationships.”
“Our Eckoh Experience Portal is proving highly successful for clients looking to add breadth and flexibility to their offering – whether new services and capabilities for customer engagement or secure payments, or both. Eckoh has a track record for successfully delivering large, complex transformation projects on time and budget and this is where we are focusing our efforts.”
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