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 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 service 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.
“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,” said Bill Halbert, CEO, KCOM. “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.”