Capita has secured a significant contract extension with Samsung Electronics UK, building on a successful 14-year partnership that began in 2011.
The expanded agreement will see Capita continue delivering comprehensive customer experience services for Samsung’s consumer electronics range, from mobile phones to televisions.
The new contract focuses on cutting-edge technology integration, with Capita planning to migrate Samsung’s telephony system to AWS Connect-powered Capita Contact, streamlining customer interactions.
In addition, the deal will include a proof-of-concept deployment of Agent Suite, Capita’s flagship GenAI-powered platform, to be tested in the Business Service Centre.
Capita’s services will span multiple communication channels, including voice support, email assistance, and social media community management. The company has been providing technical support for Samsung’s mobile customers alongside broader customer solutions since the partnership began.
In 2016, Capita expanded its offering by establishing a dedicated Business Service Centre. This facility provides technical support, customer service, and managed services to Samsung’s business partners.
“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,” said Corinne Ripoche, CEO of Capita Experience.
“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.”