KCOM has won a deal to supply communications technology to Bupa UK’s four contact centres and multiple satellite sites.
The private healthcare company will deploy a cloud-based system featuring Interactive Voice Response (IVR) call recording, screen recording, social media integration and analytics.
KCOM said a “stringent” service level agreement to minimise downtime and ensure software is automatically updated was part of the five-year deal.
Financial details were not disclosed.
According to a June report from Gartner, technology providers will increasingly be able to assume that their customers are using cloud capabilities as corporate “no-cloud” policies disappear.
KCOM Chief Executive Bill Halbert 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.”
KCOM saw revenues rise 0.3 percent to £349 million in the 12 months to March.
Last December, it sold its network outside of Hull and East Yorkshire to CityFibre.