UK Tax Collector Hands Capgemini £600M Contact Center Deal, Delays Start of £2.4B CRM Contract

UK tax collector hands Capgemini £600M contact center deal, delays start of £2.4B CRM contract

The UK’s tax collector has chosen French consultancy giant Capgemini for a £600 million contact center deal, while pushing back the award and start of its £2.4 billion customer relationship management contract. HM Revenue and Customs (HMRC) awarded Capgemini’s UK unit its Contact Centre as a Service contract, worth £600 million including VAT and lasting up to 10 years, on 27 April. It received 13 bids and has also short-listed Canadian-headquart…

HMRC continues digital transformation drive with Capgemini AI deal

HM Revenue & Customs (HMRC) has signed up Capgemini, NiCE, and Route 101 to overhaul its customer service operations as part of a shift to digitize operations.

Capgemini, NiCE and Route 101 to meet evolving needs of UK citizens - Directors Club News

HM Revenue & Customs (HMRC) has signed a multi-year contract with Capgemini, in collaboration with NiCE and Route 101, to transform its customer experience operations and deliver at scale, advanced, digital services to UK taxpayers. HMRC is one of the UK’s largest customer service organisations, supporting millions of individuals and businesses each year. As part … Continue reading Capgemini, NiCE and Route 101 to meet evolving needs of UK citiz…

Capgemini, NiCE & Route 101 Confirmed in $670M HMRC CCaaS Deal

HMRC has officially signed a multi-year contract with Capgemini, NiCE, and Route 101 to overhaul its customer experience operations. The contract, first rumored back in May, will consolidate HMRC’s legacy infrastructure into a unified, cloud-native platform built around NiCE CXone, deployed on a purpose-built UK sovereign cloud. Capgemini takes the prime supplier role, responsible for implementation, system design, workflow integration, and ongo…

HMRC signs multi-year deal with Capgemini to modernise customer service

HM Revenue & Customs (HMRC) has signed a multi-year agreement with Capgemini, alongside NiCE and Route 101, to modernise its customer service operations and expand digital services for UK taxpayers. The move is part of HMRC’s shift to a digital‑first model, with an emphasis on self-service and the use of AI to help people access information and support more easily. As agreed, Capgemini, NiCE and Route 101 will consolidate HMRC’s existing systems…

HMRC picks Capgemini, NiCE & Route 101 for overhaul

Millions of taxpayers should see faster, more consistent support as HMRC moves contact services onto a single cloud platform with AI tools.