What Kura does

Kura (legal entity: Kura (CS) Limited) is a privately held UK-based business process outsourcer headquartered in Glasgow, Scotland, positioned as the UK's largest independent outsourcer with a 2,000+ workforce spanning Scotland, England, and South Africa. The company delivers outsourced customer experience services including inbound customer service, sales, upgrades, retentions, payment support, debt collection, and customer analytics for enterprise clients across financial services and insurance, energy and utilities, retail and consumer brands, charity, and healthcare. Named clients include Independent Age, Hiscox Underwriting, the top five UK utilities companies, and a luxury retail client, with operations structured around dedicated contact centres in Glasgow, Sunderland, Forres, Liverpool, and two Durban locations.

Kura monetises primarily through negotiated, multi-year managed-services contracts priced per scope of services and number of advisors, with pricing not publicly disclosed. A secondary revenue stream comes from its wholly-owned software subsidiary Inisoft, which sells the Syntelate XA unified omni-channel agent desktop (handling voice, email, SMS, web chat, and social media) and the Voice of the Customer NPS feedback tool to external contact centre operators; Syntelate XA is reportedly used by 15,000+ advisors worldwide. Distribution is via direct enterprise sales supported by a consultative CX sales motion, content marketing, and participation in industry events such as the European Contact Centre & Customer Service Awards.

The business is supported by a comprehensive compliance posture (ISO 9001, 27001, 45001, 22301, 14001, Cyber Essentials) and operational certifications including Living Wage Employer and Inspiring Workplaces Top 50 (2024). Reported operational metrics include 97% KPI delivery, +91 Client NPS, +46 Employee NPS, 84% of employees reporting they love their job, 1.7M inbound calls annually, and 1M+ customers helped per year. Leadership has remained stable with Brian Bannatyne as CEO since 2009, supported by recent internal promotions (Owen Campbell to Operations Director in 2023, Dale Murray to Technology Director in 2024) and a partnership-driven approach to workforce development in South Africa via Signa Academy and The Sprout Foundation.

Name

Kura

Legal name

Kura (CS) Limited

Website

https://wearekura.com

Company type

Private

Founded year

2015

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Kura is a privately held UK-based business process outsourcer, described as the UK's largest independent outsourcer, providing outsourced customer experience services across financial services, energy and utilities, charity, healthcare, and retail from dedicated contact centres in Glasgow, Sunderland, Forres, Liverpool, and Durban, complemented by its Inisoft software subsidiary selling the Syntelate XA agent desktop.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing / Contact Centre Outsourcing

NAICS

Telephone Call Centers (56142), Administrative and Support Services (561), Custom Computer Programming Services (541511)

SIC

Services-Engineering, Accounting, Research, Management (8700), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Billing, Payments & Account Administration Centers (BPAAAAAF)

Keywords

• Contact centre outsourcing
• Business process outsourcing
• Customer experience services
• Contact centre software
• Omnichannel support

Headquarters

HQ city

Glasgow

HQ country

United Kingdom

HQ region

Europe

Offices7 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. Customer Experience Transformation: Managed outsourced contact centre services including inbound/outbound customer service, sales, retention, and customer analytics
2. Contact Centre Software: Proprietary contact centre software solutions sold to clients, including Syntelate XA unified agent desktop
3. Training and Development Services: Corporate training programs and learnerships for employee development

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels9 records

Core offering

Kura operates as a Business Process Outsourcer (BPO) providing outsourced contact centre services, including inbound customer service, sales, retention, payment support, debt collection, and customer insights/analytics for enterprise clients. Through its subsidiary Inisoft, Kura also develops and sells proprietary contact centre software, including the Syntelate XA unified agent desktop and Voice of the Customer NPS feedback tool.

Differentiator

Problem solved

Functional benefit

Brands

• Inisoft: Kura's software business providing contact centre software solutions including Syntelate XA, a unified agent desktop for handling voice, email, SMS, web chat, and social media interactions.

Products and services

• Customer Experience Transformation Consultative CX approach solutions that solve problems impacting customers, providing tailored customer service solutions for enterprise clients.
• Customer Service Outsourcing Outsourced contact centre services covering inbound customer service with multi-channel support including SMS, email, web chat, social media, and web self-service tools.
• Sales, Upgrades and Retentions Sales, retention and winback solutions to help enterprise clients grow revenue and reduce customer churn.
• Customer Insights and Analytics Analytics solutions providing insights into customer behavior and operational performance for enterprise clients.
• Contact Centre Software Technology and software solutions for contact centres, including call centre software used by over 15,000 advisors worldwide, delivered through the Inisoft software business.
• Payment Support & Debt Collection Specialized solutions for payment support, debt recovery, and collections services for enterprise clients.
• Syntelate XA Unified agent desktop software that enables advisors to handle voice, email, SMS, web chat, and social media from a single interface. Automatically retrieves customer records and includes scripting for complex interactions.
• Voice of the Customer Customer feedback tool using NPS scoring system that enables clients to measure and improve customer experience, created by Kura's software business Inisoft.

Quantifiable outcome

• 97% KPI Delivery rate across operations
• +10 more outcomes

Named customers8 records

Segments6 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature4 records

Partnerships

Nine partnerships are on record, tiered core and minor.

• Signa AcademycoreStrategic or Co-development Partner · 3 August 2023Partnership to extend NQF Level 4 Contact Centre Operations qualification to 49 employees, and NQF Level 3 Business Administration to 20 unemployed learners. The learnerships are 12-month programmes with theoretical and practical components, supported by dedicated facilitators.
• The Sprout FoundationcoreStrategic or Co-development PartnerPartnership between Kura and The Sprout Foundation to support high school learners and unemployed youth in South Africa. Focuses on equipping the future workforce with necessary skills to enter the job market, bridging educational gaps, and creating sustainable employment opportunities. Kura's Chief Culture Officer Julie McIntosh leads the partnership effort.
• Signa's Youth Employment Services (YES)minorStrategic or Co-development PartnerYouth empowerment initiative helping create job opportunities for young people in South Africa through skills development and employment pathways.
• British Heart FoundationminorOthersCharitable partner for fundraising activities through Kura Involve engagement committee
• Glasgow Children's Hospital CharityminorOthersCharitable partner supported through employee fundraising initiatives
• Beatson Cancer CharityminorOthersCharitable partner supported through employee fundraising initiatives
• Alzheimer's SocietyminorOthersCharitable partner supported through employee fundraising initiatives
• CLANminorOthersCharitable partner supported through employee fundraising initiatives
• MomentumminorOthersWellness partner providing annual Momentum Wellness Day event with free health checks including blood pressure, cholesterol, glucose, and BMI measurements

Scale indicators13 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Firstsource Solutions: Global business process management provider with strong presence in UK, US, and India, serving banking, financial services, healthcare, and utilities. Comparable to Kura in vertical specialisation, regulated industry expertise, and CX outsourcing.
• Concentrix: Global CX solutions and BPO provider with 450,000+ staff following its Webhelp merger. Comparable to Kura in providing outsourced customer experience, sales, and tech-enabled BPO services to enterprise clients in regulated industries.
• Capita: UK-listed business process outsourcer providing customer management, contact centre, and digital services to enterprise and government clients. Directly comparable to Kura on UK BPO delivery, though operates at much larger scale across multiple service lines.
• Teleperformance: Global leader in omnichannel customer experience management with ~410,000 employees across 90+ countries. Comparable to Kura on contact centre BPO services, though far larger and more geographically diversified.
• Webhelp (now part of Concentrix): Paris-headquartered CX and BPO provider with 110,000+ employees prior to its 2024 Concentrix merger. Comparable to Kura in omnichannel CX delivery and European focus across financial services, utilities, and retail.
• Foundever (formerly Sitel Group): Global CX and BPO provider with 150,000+ employees across 40+ countries. Closely comparable to Kura in delivering outsourced contact centre services and CX technology to enterprise clients in financial services and other regulated verticals.
• Atento: Latin America-headquartered customer relationship management and BPO provider with operations across the Americas, Europe, and Africa. Comparable to Kura in omnichannel contact centre delivery and offshore delivery model.
• TTEC Holdings: Public CX technology and services company with ~55,000 employees globally, offering both contact centre BPO and proprietary CX software. Comparable to Kura's combined services-plus-Inisoft software business model.

Direct peers

• Moneypenny: UK-based outsourced communications and answering service provider with 1,000+ employees. Comparable to Kura in providing UK/English-language customer service outsourcing, though more weighted toward SME clients and telephone answering.
• Ascensos: UK-headquartered contact centre BPO serving retail, e-commerce, and consumer brand clients across UK, South Africa, and Turkey. Closely comparable to Kura in scale, geographic footprint, and customer experience focus on retail/consumer verticals.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks7 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/KuraCareers
• LinkedInlinkedin.com/company/kura-cs-ltd
• Xx.com/wearekura

Compliance6 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Subsidiaries1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Kura