Armatis-lc

What Armatis-lc does

Armatis is a French business process outsourcing (BPO) company specializing in outsourced customer relationship management for European enterprises. Founded circa 1985 and headquartered in Boulogne-Billancourt, the company reports a workforce of roughly 9,000 employees distributed across France, Tunisia, Portugal, Poland, Madagascar and Germany, delivering service in 25+ languages through dedicated delivery sites in each market.

Its service portfolio spans six operational lines: omnichannel customer service, sales and portfolio management, technical support and helpdesk, middle- and back-office administration, debt collection, and a multilingual hub offering 24/7 multilingual handling. A Trust & Safety line covers KYC/KYB and fraud prevention, and advisory services (audit, training, consulting, voice-of-customer studies) complement the operations. Armatis serves regulated verticals at scale, including banks and insurers, retail and e-commerce platforms (Decathlon, Mano Mano, Monoprix, Vertbaudet, Printemps), energy utilities, public-sector entities, and luxury brands.

The company operates a managed-services commercial model with bespoke, KPI-bound contracts and bespoke integrations into client CRMs and telephony stacks (Genesys, Diabolocom, custom APIs). Its proprietary SquAire Suite — anchored by the SquAire Interaction module — supports omnichannel routing, real-time analytics and AI-assisted automation, including conversational AI developed with Call Me Newton, semantic quality analysis, predictive scripting, and AI-driven fraud detection that identified €628M in claims fraud in 2024. Distribution is direct enterprise field sales supplemented by inside sales and content-led demand generation (CX Horizon 2030 study, podcast, blog, case studies), with certified compliance posture under ISO 27001, GDPR, DDA and the EU AI Act.

Name

Armatis-lc

Legal name

Armatis Holding

Website

http://www.armatis.com/

Company type

Private

Founded year

1989

Operating status

Operating

Headcount range

11–50 employees

Short description

Armatis is a French BPO firm specializing in outsourced customer relationship management for European enterprises, delivering omnichannel customer service, sales support, technical helpdesk, back-office, debt collection and multilingual operations via a 9,000-person workforce across six countries and its proprietary SquAire technology platform.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing (Customer Experience)

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Office Administrative Services (5611)

SIC

Services-Engineering, Accounting, Research, Management (8700), Services-Help Supply Services (7363)

akta.pro primary industry

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

akta.pro secondary industries

Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), IT Service Desk & End-User Support (L1/L2) (BPAAACAA), Service Desk & ITSM Outsourcing (BPAEAMAF)

Keywords

• Customer experience outsourcing
• Business process outsourcing
• Contact center services
• Customer relationship management
• Multilingual BPO services

Headquarters

HQ city

Boulogne-billancourt

HQ country

France

HQ region

Europe

Offices25 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Managed BPO Services: Armatis generates revenue primarily through long-term managed services contracts with enterprise clients, providing outsourced customer relationship management, sales, technical support, back-office, and debt collection services. Contracts are typically structured with dedicated teams, flexible volume-based pricing, and performance KPIs.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels7 records

Core offering

Armatis is a French BPO provider specializing in outsourced customer experience management for enterprise and mid-market clients. It delivers omnichannel customer service, sales and portfolio management, technical support and helpdesk, middle/back-office operations, debt collection, and a multilingual hub supporting 25+ languages across banking, insurance, retail/e-commerce, energy, public sector, travel, and luxury verticals. Services are powered by a 9,000-employee workforce across six countries and a proprietary SquAire technology suite augmented with AI-driven automation, conversational agents, fraud detection, and workforce management.

Product overview

Armatis is a French Outsourcing & BPO company specializing in customer experience management. The company operates a unified platform-plus-modules architecture combining proprietary technology (SquAire Suite) with a comprehensive service portfolio. The core offering includes six operational services: Service Client Omnicanal (multi-channel customer service), Ventes et gestion de portefeuilles (sales and portfolio management), Assistance technique et helpdesk (technical support), Gestion middle et back-office (back-office operations), Recouvrement de créances (debt collection), and Hub Multilingue (multilingual support). The Trust & Safety – KYC, KYB module provides identity verification and fraud prevention. The SquAire Suite technology platform, featuring the SquAire Interaction AI module, powers analytics and automation across all services. Advisory services (Audit, Formation, Consulting, Études/Baromètre) and the CX Horizon 2030 research study complement the operational offerings. This integrated approach enables Armatis to serve diverse sectors including banking, insurance, retail/e-commerce, energy, public sector, travel, and luxury goods.

Differentiator

Problem solved

Functional benefit

Products and services

• Service Client Omnicanal (Omnichannel Customer Service) Multi-channel customer service covering phone, email, chat, messaging, and social media. Provides consistent service across all contact points with advisors trained in brand voice, upselling, and customer loyalty for enterprise and mid-market clients.
• Ventes et gestion de portefeuilles (Sales and Portfolio Management) Sales and portfolio management including customer acquisition, loyalty programs, cross-selling, basket recovery, and personalized recommendations based on behavioral and transactional data for enterprise clients.
• Assistance technique et helpdesk (Technical Support and Helpdesk) Technical support and helpdesk services (Level 1 and 2) including order tracking, payment issue resolution, product returns, and platform usability assistance for enterprise clients.
• Gestion middle et back-office (Middle and Back-Office Management) Middle and back-office management including order validation, inventory and shipping tracking, supplier coordination, and after-sales service optimization for enterprise clients.
• Recouvrement de créances (Debt Collection) Debt collection services with amicable and pre-litigation recovery strategies, coordinated refunds, and dispute management aligned with customer satisfaction objectives for enterprise clients including BNPL and consumer credit providers.
• Hub Multilingue (Multilingual Hub) Multilingual customer service hub supporting operations in over 25 languages across European markets with 24/7 availability and culturally adapted support for enterprise clients.
• Trust & Safety – KYC, KYB Identity verification and business verification services including fraud prevention, transaction security, content moderation, and GDPR compliance for safe and fluid purchasing experiences on enterprise platforms.
• SquAire Suite Proprietary technology suite for customer interaction management. Combines advanced analytics, omnichannel routing, and AI-powered automation tools for optimized call center operations across Armatis service delivery.
• SquAire Interaction AI-powered interaction module within the SquAire suite, enabling intelligent customer routing, automated responses, and real-time analytics for contact center operations with real-time routing across telephone, email, chat, messaging, and social media.
• Audit (Customer Experience Audit) Strategic audit services for customer experience transformation, process evaluation, and operational performance assessment sold as a standalone advisory engagement.
• Formation (Professional Training) Professional training programs for customer relations teams, covering product knowledge, process management, peak period handling, and backup support protocols, sold as a standalone advisory offering.
• Consulting (CX Transformation Consulting) Consulting services for business transformation, adaptive solutions focused on customer satisfaction, combining technology and AI with human expertise, sold as a standalone advisory engagement.
• Études, Voix du client et Baromètre (Customer Research and Benchmarking) Market research, customer voice analysis, and benchmarking services for CX, marketing, and customer relations leadership, sold as a standalone advisory offering.
• AI Conversational Agent (Call Me Newton Partnership Deployment) Conversational AI agent developed in partnership with Call Me Newton, deployed for Printemps retail group to automate customer request handling across phone, chat, and messaging channels.

Quantifiable outcome

• Up to 95% first contact resolution rate in e-commerce operations
• +9 more outcomes

Named customers14 records

Segments6 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration9 records

AI capability11 records

Feature3 records

Partnerships

One partnership is on record.

• Ministry of Justice (Ministère de la Justice)minorStrategic or Co-development PartnerArmatis operates a professional workshop at the Centre pénitentiaire d'Orléans-Saran in partnership with the French Ministry of Justice. The program trains inmates in customer relations skills to facilitate durable return to employment upon release. This CSR initiative demonstrates Armatis' commitment to social impact and reintegration while providing vocational training.

Scale indicators21 records

Recent moves6 records

Expansion highlights5 records

Regional players

• ActoMezzier: French BPO group (formerly Acticall, merged with Mez cier) specializing in omnichannel CX, sales, and digital services. Closest France-based peer to Armatis with overlapping enterprise client base in retail, banking, and energy.

Direct peers

• Webhelp: European-headquartered CX/BPO competitor (~130K employees pre-Concentrix merger footprint) with strong France/Portugal/Poland presence; near-identical vertical mix in retail, banking, insurance, and energy.
• Concentrix: Global CX and BPO provider (~300K+ employees) following the Webhelp/Sitel consolidation. Directly competes with Armatis across omnichannel customer service, sales, and digital CX for large European enterprise accounts.
• Foundever: Major CX/BPO platform (formerly Sitel, ~150K+ employees) with deep European presence. Overlaps directly with Armatis on multilingual customer service, sales, and technical support for enterprise clients.
• TTEC: Global CX/digital services provider with EMEA delivery centers. Competes with Armatis in omnichannel customer service, AI-augmented CX, and B2B sales for mid-market and enterprise clients.
• Comdata Group: European BPO group with strong presence in customer care, credit management, and back-office. Directly comparable to Armatis on debt collection, back-office, and French/Italian enterprise relationships.
• Teletech International (TTI): European multilingual BPO/CX provider with Morocco and EMEA delivery centers. Overlaps with Armatis on multilingual hub services, French-speaking nearshoring, and omnichannel support for retail and financial services clients.
• Teleperformance: Global leader in outsourced omnichannel customer experience management with 400K+ employees across ~100 countries. Closest direct competitor to Armatis in European enterprise CX outsourcing, particularly in banking, insurance, and e-commerce verticals.
• Majorel: International CX/BPO provider (now part of Teleperformance) with European and African delivery centers including Morocco and Tunisia. Highly comparable multilingual nearshoring footprint and enterprise vertical mix.

Broad incumbents

• Capgemini: Global IT/services incumbent with a significant BPO and customer operations practice. Competes with Armatis for large enterprise CX transformation and managed services deals, though broader in scope (digital, consulting, engineering).

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/armatistweet

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Funding overview

Funding rounds1 record

Investors1 record

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

M&A4 records

Investments

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

Frequently asked questions about Armatis-lc