Who Provides 24/7 Outsourced Support With AI and Human Agents in Europe?
Which providers genuinely combine AI and human agents for 24/7 customer support in Europe? An honest comparison. Share on Table of contents Most providers do one half of this well and not the other. Some are pure AI chatbot platforms: fast and polished until a customer hits an edge case and nobody’s there to catch […]
Outsourced Travel & Hospitality Customer Relations: Growth Despite Market Slowdown (SP2C 2026 Barometer)
Travel & Hospitality outsourcing grows 9% in France even as the market slows. Why the sector invests in outsourced CX, and how to choose a partner. SP2C 2026 barometer. Share on Table of contents In France, outsourced Travel & Hospitality customer relations grew 9% in 2025, while the wider French market for outsourced customer relations […]
How AI Lowers AHT Without Hurting FCR
AI doesn’t lower AHT by making advisors work faster. It lowers it by taking away what never needed them in the first place. Share on Table of contents After-call work, meaning writing up notes after each interaction, accounts for between 15% and 30% of an advisor’s total time depending on the organisation. A transcription and […]
Outsourcing Amicable Debt Collection: Criteria, Providers, and Compliance
Between regulatory rigour and preserving the customer relationship, how do you turn the amicable phase into a lever rather than a breaking point? Share on Table of contents Forty-one percent. That’s the share of debt collection agencies and court officers audited in 2022 that showed a regulatory anomaly in their practices, according to the DGCCRF […]
How Armatis Supports a Pan-European Mobility Leader with Scalable Multilingual Customer Service
Booking a trip from Berlin, cancelling it from Warsaw, reporting a lost bag in Lisbon. Across a network spanning seven countries, every traveller expects the same thing: a clear answer, in their language, without delay. A pan-European mobility leader has entrusted this service to Armatis since 2015. It’s operated from Poland by a team of […]
Armatis Opens a Customer Service Workshop at Orléans-Saran Prison
A concrete first step toward reintegration through work. Armatis, a French pioneer in customer experience, officially inaugurated its customer service workshop on Wednesday, 1 July, inside the Orléans-Saran prison (Loiret). The inauguration marks the operational start of a first-of-its-kind initiative, developed in partnership with the French prison administration, to give incarcerated individuals a concrete path […]
Outsourcing Your Sales Force and Loyalty Campaigns: Guide and Providers
From 11 August 2026, the selection criterion changes: a provider who can’t prove your prospects’ consent isn’t just a brand risk anymore, it’s a compliance risk. Share on Table of contents On 11 August 2026, unsolicited telephone cold-calling becomes prohibited in France, across all sectors, unless the consumer has given explicit prior consent. Outsourcing your […]
Insurance Back Office: 7 Processes to Outsource for Greater Efficiency
Discover the 7 insurance back-office processes worth outsourcing to absorb volumes, hit deadlines, and secure compliance. Share on Table of contents Every day, French insurers open close to 36,000 new claims files. Over a year, that’s 13 million files to process, verify, and settle (France Assureurs, 2026). The insurance back office has never mattered more, […]
How to Outsource Your Helpdesk and Choose a Technical Support Provider
The right provider isn’t defined by 24/7 availability, but by how clearly it defines what it handles, and how well it hands things off once it hits its limit. Share on Table of contents A blocking incident, mishandled because priorities weren’t clear: that’s the most common failure of a poorly scoped outsourced helpdesk, even before […]
How to Outsource Your Back Office: Where to Start and Which Provider to Choose
Where to start when outsourcing your back office, and how to choose the right provider. Method, selection criteria, and the role of automation. Share on Table of contents Eighty-one percent of companies now expect their outsourcing providers to act as strategic partners, not just workforce suppliers, according to a global KPMG survey of over 1,200 […]
