KCOM seals deal to provide telecoms technology for Bupa

'‹COMMUNICATIONS FIRM '‹KCOM has won a contract with healthcare provider Bupa for new communications technology at Bupa UK's four contact centres and a number of satellite sites, '‹which will '‹support 1,500 employees.
By The Newsroom
Published 16th Aug 2016, 16:54 BST
Updated 25th Aug 2016, 19:12 BST

Hull-based KCOM said that over the next five years its national business team, which specialises in providing cloud and IT services to enterprises, will work to simplify interactions with Bupa UK’s customers.

The new cloud-based system will use Interactive Voice Response (IVR) call recording, screen recording, social media integration and quality management.

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It will also introduce analytics into Bupa UK’s contact centres, helping to streamline processes. KCOM said this will provide faster, more relevant interactions with customers.

Bill Halbert, chief executive of KCOM, said: “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.”

​Bupa UK said t​he move to a cloud-based service ​will deliver greater flexibility and agility​ and the software ​will be​ automatically updated​.

KCOM said that u​sing a cloud-based system will 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 ​including​ phone, email​ and ​​web-chat.

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T​he contract follows a new report that shows that ​KCOM ​has ​b​oosted the Hull and East Yorkshire ​economy ​​by £187m, supporting close to 1,600 jobs.

The figures are significantly higher than in previous research and demonstrate the substantial impact KCOM has on the local economy through direct and indirect employment and spending with local suppliers.

The report, The Economic Impact of KCOM in Hull, by commercial real estate services, research and consulting firm Cushman & Wakefield, found KCOM employs 1,011 people (937 ​full-time equivalent) in its Hull and East Yorkshire operations​​, including permanent contractors.

Related topics:HullEast Yorkshire