Capita secures a £62 million contract renewal with a major European telecom provider, emphasizing operational efficiency and AI-driven transformation in customer service delivery.
Target Information
Capita plc has recently secured a four-year contract renewal valued at £62 million with a prominent European telecommunications provider. This renewed contract will take effect in January 2026 and signifies the continuation of a successful partnership that began in 2014. Under this agreement, Capita’s Contact Centre business will maintain its role in providing customer services across various functions, including technical support, chat and messaging services, and inbound sales.
The contract renewal showcases Capita's strategic focus on improving operational efficiency and advancing AI and digital transformation within its service offerings. Notably, the integration of AI-driven tools and Centrical performance management systems will enable Capita to enhance performance metrics such as Average Handling Time, Net Promoter Score, and sales conversion rates.
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Industry Overview
The telecommunications industry in Europe is undergoing significant transformations, fueled by rapid advancements in technology and changing consumer behavior. As businesses increasingly rely on digital solutions
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Disclosed details
Transaction Size: $75M