About Kura

Kura is the largest independent outsourcer in the UK, providing exceptional outsourced contact centre services and software solutions for some of the world’s most successful brands.

Their multi award-winning team of 550 agents serve thousands of customers every day. In order to do so, it is vital they have the most reliable technology available. incovo has been proud to serve Kura’s two UK sites for four years, and in that time has helped to improve the company’s operations and enhance its overall performance.

The Challenge

Kura’s call centres were previously operating on a CM3 system which was more than 15 years old. incovo supported Kura on their old system before overseeing a full system upgrade; a large-scale job that needed to be completed quickly and seamlessly.


The Solution Detail

incovo’s communications experts designed Kura’s bespoke solution in-house and their recommendation was to install an IP Office phone system on Server Select Edition across Kura’s Glasgow and Liverpool sites.

Running in a virtualised environment and server infrastructure (VMware), and using active / standby for failover, Kura now has the peace of mind that should one system fail, the other will take over, meaning zero compromise to their customer’s experience.

incovo switched Kura to softphones – using headsets to save them money and desk space – and also installed a further 350 SIP channels for increased resiliency.

To further improve customer experience, incovo opted for Avaya Contact Centre Select (ACCS) to enable Kura agents to anticipate, automate and accelerate customer interactions whilst improving efficiency to reduce costs.

They also installed Avaya Workforce Optimisation Select (AWFOS); a web-based suite of tightly integrated tools designed to enhance all aspects of contact centre operations.

The Solution Overview

incovo successfully upgraded the UK’s largest independent outsourcer call centre, seamlessly switching them to SIP across two sites, designing and installing efficient and cost-effective solutions, and improving the working environment for 550 agents.

Value Created

Not only are the two Kura call centres now more efficient and productive environments, the company also benefits from having one point of contact at incovo who now oversee all their telephony needs, with dedicated engineers on-hand should they require them.


Kura pride themselves on providing their clients with an exceptional call centre experience. Thanks to incovo’s future-proof solutions that combine functionality and flexibility, Kura have been able to take this to the next level; providing an improved service, making significant cost savings, and creating a more productive working environment for their agents.

It’s so important to us as a company that we provide our clients with the very best service at all times. Knowing that we have the best technology and engineers on-hand should we need them means we can rest easy that our high standard of service won’t ever be compromised.

Due to the sheer size of our company, we knew that upgrading our call centres would be a massive undertaking. But we were thrilled with how quickly and efficiently incovo got the job done.

Not only has the switch increased business productivity and efficiency, it’s also improved the working environment for our team which is so important to us a company.