KCOM Secures BUPA Contact Centre Outsource Contract – Healthcare leader has put KCOM technology at the heart of its customer-centric approach
KCOM, the enterprise cloud and IT services experts, has been selected to deliver new communications technology for Bupa UK’s four contact centres and multiple satellite sites, supporting 1,500 staff members.
Over the next five years KCOM will work to simplify interactions with Bupa UK’s customers, enhancing the experience of staff and its customers.
The new contact centre cloud-based system will use Interactive Voice Response (IVR) call recording, screen recording, social media integration and quality management. It will also introduce analytics into the contact centre, helping inform and streamline processes. This will mean faster, even more relevant interactions with customers.
The decision to move to a cloud-based services model was taken to deliver greater flexibility and agility. A stringent service level agreement (SLA) will minimise downtime and ensure software is automatically updated. Using a cloud based system will also enable new service elements to be introduced over time as Bupa UK moves to an integrated digital contact service that allows customers to communicate with the company via all possible channels – phone, email, webchat etc.
Bill Halbert, CEO, KCOM commented,
“There are few occasions where customer service is more important than when discussing health issues. It was vital that the contact centre solution continued to put the customer first,”
“Bupa has built its leadership position on being focused on the customer and we are very proud to have been entrusted with making sure the technology continues to keep Bupa at the forefront of healthcare.”
For additional information on BUPA visit their Website
KCOM is a communications and IT services provider. Nationally we serve large enterprises like HMRC, which need bespoke technology solutions to help them run their organisations more efficiently and securely and improve the experience they deliver to their customers. We also serve mid-sized businesses including Wren Living that are looking to increase productivity with our hosting, telephony and connectivity solutions.
In Hull and East Yorkshire we offer phone, broadband and other communications services to residential and business customers. KCOM is 1,800 people, all of whom are focus
For additional information on KCOM visit their Website