Kura appoints Acumen Cyber for round-the-clock monitoring

Acumen Cyber has been appointed by Kura to provide security monitoring and incident response across its UK and South African operations.

Kura provides outsourced customer experience services for more than 50 brands in sectors including financial services, utilities, healthcare and the public sector. It operates from Glasgow, Sunderland and Durban, and handles millions of customer interactions each year.

The appointment gives Kura round-the-clock security monitoring, threat detection and incident response through Acumen Cyber's Security Operations Centre. The service is intended to support Kura as it updates its technology estate and meets customer requirements for demonstrable security controls in regulated industries.

Security requirements have become a growing issue for outsourcing groups that process customer data on behalf of clients in regulated markets. Contact centre and customer experience providers are under pressure to show they can detect and respond to cyber threats quickly, particularly when contracts require evidence that controls are working effectively.

Kura's client base spans several industries where data protection and operational resilience are closely scrutinised. According to the company, the cyber security investment forms part of a broader technology programme that also includes continued development at its omnichannel software subsidiary, Inisoft.

Glasgow-based Acumen Cyber operates a CREST-accredited Security Operations Centre. Its service model combines security engineers, threat intelligence and automation, with staff assigned to customer accounts to investigate incidents and manage responses.

For Kura, the agreement brings in an external specialist as it balances operational scale with the need to reassure clients on security. The company has more than 30 years of experience in outsourced customer experience services and works with organisations that are increasingly focused on cyber risk in supplier relationships.

Mark Robertson, Chief Executive Officer of Acumen Cyber, set out the rationale for the deal.

"For organisations like Kura, cyber security is about far more than protecting systems. It is about protecting the trust customers place in them. Businesses handling sensitive customer information need confidence, backed by evidence, that their security is effective and threats can be identified and contained quickly. Our role is to work as an extension of Kura's team: named security engineers who understand their business, continuously test their protection against real-world attack techniques and strengthen their defences as the threat landscape evolves," said Robertson.

The contract reflects a wider trend of companies handling large volumes of personal and transactional data seeking managed security services rather than relying solely on internal teams. Continuous monitoring has become more common as organisations face a steady rise in phishing, ransomware and identity-based attacks, while customers and regulators ask for clearer proof of how incidents are identified and contained.

Managed security providers have also sought to differentiate themselves by offering direct operational involvement in investigations rather than simply issuing alerts for customer teams to handle. In practice, that can appeal to mid-sized and large service businesses that need specialist coverage outside standard office hours without building a larger in-house operation.

Kura will receive direct support from named security engineers and visibility across its technology estate. The approach is intended to give the company a clearer view of threats and incident handling across multiple sites and functions.

Owen Campbell, Chief Executive Officer of Kura, said the company viewed cyber security as part of maintaining trust with clients whose customer information it manages.

"Our clients place enormous trust in us to deliver outstanding customer experiences while protecting the information they entrust to us. As our business continues to evolve, investing in cyber security is an essential part of maintaining that trust. Acumen Cyber's expert security engineers and collaborative approach made them the right partner to support our security operations and our long-term growth," said Campbell.