ArvatoConnect
ArvatoConnect is a UK-based customer experience and BPO provider, subsidiary of Bertelsmann, serving central and local government, automotive, financial services, and healthcare clients with AI-augmented contact centre, shared services, and digital transformation solutions.
- Company typePrivate
- Founded-
- HeadquartersDatchet, United Kingdom
- Headcount1,001–5,000
- GTM typeB2B
- OfferingServices
What ArvatoConnect does
ArvatoConnect (legal entity: Arvato Ltd) is a UK-based customer experience and business process outsourcing (BPO) provider and wholly-owned subsidiary of Bertelsmann, the German global media conglomerate. The company operates from four UK sites (Datchet headquarters, Swansea shared service centre, Slough and Farnborough customer engagement centres) and serves major central and local government departments, automotive OEMs, financial services firms, healthcare providers, and third sector organisations. Its customer roster includes HMRC, Department for Education, Department for Transport, Crown Commercial Services, BMW Group UK & Ireland, NHS Shared Business Services, and VIVOBAREFOOT, with notable contracts running 5 years and delivering outcomes such as 4 million BMW customer interactions annually and back-office services for 22,500 civil servants.
The company's core technology offering is the ArvatoConnect Digital Transformation Platform, comprising six modules — Automate, Review, Verify, Augment, Tutor, and Orchestrate — layered with proprietary products including the Arvato Discovery Engine (ADE) for AI-decision intelligence, the AI-Decision Intelligence Solution, and ProcessAutomate for RPA. These combine generative AI, deterministic AI, RPA, and cloud CRM integration on an API-first architecture, with XpertRule partnership enabling auditable decisions for regulated industries. The platform has produced documented outcomes including 95% cost-per-transaction reduction in HR processes (Neath Port Talbot Council), 125% service capacity increase in three weeks, and 94%+ customer satisfaction across shared services.
ArvatoConnect generates revenue through three streams: managed BPO services (contact centre, back-office, shared services), professional services (consulting, ERP/SAP implementation, digital transformation strategy), and technology solutions licensing (recurring access to proprietary AI platforms). The go-to-market is enterprise field sales combined with public sector procurement via UK government frameworks (CCS RM6181, NHS SBS Intelligent Automation, G-Cloud, Digital Outcomes 6, Automation Marketplace RM6173). Operationally the company has been ranked among the top 5 global BPO providers by Everest Group (2020) and holds SAP certification, ISO27001:2022, Cyber Essentials, and 5 consecutive years of Customer Service Excellence accreditation.
ArvatoConnect firmographics
Firmographics- Name
- ArvatoConnect
- Legal name
- Arvato Ltd
- Website
- https://arvatoconnect.co.uk
- Company type
- Private
- Operating status
- Operating
- Headcount range
- 1,001–5,000 employees
- Short description
- ArvatoConnect is a UK-based customer experience and BPO provider, subsidiary of Bertelsmann, serving central and local government, automotive, financial services, and healthcare clients with AI-augmented contact centre, shared services, and digital transformation solutions.
- Ownership category
- akta.pro rank
ArvatoConnect industry classification
Industry- Product category
- Business Process Outsourcing Services
- NAICS
- Computer Systems Design and Related Services (54151), Office Administrative Services (5611), Telemarketing Bureaus and Other Contact Centers (561422)
- SIC
- Services-Computer Integrated Systems Design (7373), Services-Facilities Support Management Services (8744), Services-Management Consulting Services (8742)
- akta.pro primary industry
- ERP Implementation & Systems Integration Services (BPAEAGAA)
- akta.pro secondary industry
- iBPMS (Intelligent BPM Suites) & Process Automation Suites (HDAEAHAG)
Keywords
Where ArvatoConnect is headquartered
LocationHeadquarters
- HQ city
- Datchet
- HQ country
- United Kingdom
- HQ region
- Europe
Offices4 records
Markets served
ArvatoConnect business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales, Supply Chain
Revenue model
- Business Process Outsourcing Services: Managed outsourcing services for customer service, back-office operations, and business processes including automation, ERP, and shared services
- Professional Services: Consulting and implementation services for digital transformation, automation strategy, ERP implementation, and cloud migration
- Technology Solutions Licensing: Access to proprietary platforms and AI solutions including AI-decision intelligence, discovery engine, and automation tools
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Other | Multi-year contract | Enterprise BPO Services |
Go-to-market motion2 records
Distribution channels4 records
Marketing channels7 records
ArvatoConnect product offering
Product offeringCore offering
ArvatoConnect provides managed business process outsourcing (BPO), customer experience (CX), and digital transformation services for enterprise and public sector clients. Its offerings span multi-channel contact centre operations, back-office shared services, intelligent automation, and AI-powered transformation using proprietary platforms including the Arvato Discovery Engine and ProcessAutomate RPA.
Product overview
ArvatoConnect is a customer experience and business optimisation partner offering a modular platform of technology-led solutions. The core ArvatoConnect Digital Transformation Platform encompasses six integrated modules: Automate (process automation), Review (assessment), Verify (validation), Augment (AI-powered human enhancement), Tutor (training), and Orchestrate (workflow coordination). Supporting these are specialised products including the Arvato Discovery Engine (ADE) for AI-decision intelligence and ProcessAutomate for intelligent process automation. The company also delivers managed services including Contact Centre as a Service, Customer Service Automation, Business Process Automation, CX Strategy & Consulting, and Financial Customer Services across both public and private sectors.
Differentiator
Problem solved
Functional benefit
Products and services
- ArvatoConnect Digital Transformation Platform Technology-led platform combining AI, automation, and orchestration capabilities to help organisations transform customer experience and business operations, integrating with cloud CRM and client systems.
- Arvato Discovery Engine (ADE) AI-decision intelligence platform that delivers insights while ensuring data privacy and system stability, featuring security by design and AI-Ops capabilities for high-trust decision environments.
- ProcessAutomate Intelligent automation solution using RPA to handle structured, rule-based, repeatable administrative tasks across HR and business processes.
- Contact Centre as a Service Cloud-based contact centre solution providing multi-channel customer engagement across telephone, email, web chat, SMS and social media, handling approximately 4 million interactions annually for clients like BMW Group.
- Customer Service Automation AI-powered automation solutions for customer service operations including chatbots, self-service platforms, and intelligent routing, designed to improve service capacity and efficiency.
- Business Process Automation Automation solutions for back-office and business processes including enterprise resource planning, shared services, and hybrid working support to reduce cost-per-transaction by up to 95%.
- CX Strategy & Consulting Consulting services for developing customer experience strategy, journey mapping, and transformation roadmaps for enterprise and public sector clients.
- Financial Customer Services Specialised customer service operations for the financial services sector including AI-enabled financial analysis, due diligence services for Crown Commercial Services, and financial vulnerability risk assessments.
- Back Office Support Services Back-office managed services for government and enterprise clients including HR, payroll, finance, and procurement operations delivered from shared service centres in Swansea and other UK locations.
- Enterprise Resource Planning SAP-certified ERP implementation and managed services for government and enterprise clients, recognised with best practice seal of approval for platform implementation, quality management, and security.
- Shared Services Standardised back-office shared services delivered to UK government departments and agencies, serving approximately 22,500 civil servants through the Swansea Shared Service Centre.
Quantifiable outcome
- Cost-per-transaction reduced by up to 95% through intelligent automation
- +5 more outcomes
Companies that use ArvatoConnect
Customer profileNamed customers14 records
Segments8 records
Ideal customer profiles4 records
ArvatoConnect technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration5 records
AI capability10 records
Feature6 records
ArvatoConnect partnerships and signals
Strategic signalPartnerships
Ten partnerships are on record, tiered core and supporting.
- XpertRulecoreStrategic collaboration combining ArvatoConnect's CX expertise with XpertRule's deterministic AI built for high-trust decision environments. The partnership focuses on delivering consistent, fair, and auditable AI-powered decisions for complex customer service scenarios in regulated industries.
- ZoomcoreArvatoConnect partnered with Zoom to bring AI-powered, cost-efficient customer service back to the UK. By integrating Zoom's AI-first contact centre platform, ArvatoConnect helps brands reshore CX operations, reduce costs by up to 60%, and deliver scalable, intelligent customer experiences with cultural alignment and robust data protection.
- NHS Shared Business ServicescoreAppointed as Framework Agreement Supplier on NHS SBS Intelligent Automation framework covering IA Services (Lot 1), Software & Licensing (Lot 2), and IA as a Service (Lot 3). This enables NHS and wider public sector organizations to access ArvatoConnect's automation expertise through compliant procurement.
- Crown Commercial Services (CCS)coreSecured three-year contract to provide financial analysis and due diligence services for CCS. ArvatoConnect assesses financial standing of companies competing for government contracts, delivering assessments through a cloud-based portal designed to maximize security and efficiency.
- KYP.aisupportingPartnership with real-time productivity, optimisation, and process mining platform KYP.ai to enhance digital transformation and AI offerings. KYP.ai provides process discovery and intelligence capabilities to identify automation opportunities and measure transformation outcomes.
- changemakersupportingPartnership with changemaker to explore the future of the automotive industry. Hosted inaugural Mobility Forum bringing together automotive and mobility experts to discuss the agency model transformation and customer intimacy strategies.
- Department for EducationcoreFive-year contract to deliver a digital-first Customer Experience Centre for the Department for Education. Partnership recognized with CCA Excellence Awards 2025 Highly Commended for Best BPO Partnership.
- MobilisesupportingCloud services partnership with Mobilise to deliver cloud migration to the Department for Transport. This collaboration generated multimillion-pound savings for DfT as part of the first project of a long-term partnership.
- Department for TransportcoreSAP implementation partner for Department for Transport, supporting back office cloud solutions transformation in line with Government Future of Shared Service strategy. Three-year multi-agency contract extension covering HR, payroll, finance and procurement operations for 19,000+ civil servants.
- BMW GroupcoreFive-year contract to provide multichannel customer services for BMW Group UK and Ireland across BMW, MINI, and Motorrad brands. Arvato manages approximately 4 million customer and retailer interactions annually including financial services interactions throughout the customer lifecycle.
Scale indicators13 records
Recent moves6 records
Expansion highlights6 records
ArvatoConnect competitors and assessment
Company assessmentBroad incumbents
- Genpact: Global professional services firm specialising in digital transformation, AI, and business process operations across financial services, healthcare, and public sector. Comparable to ArvatoConnect on AI-augmented back-office automation and shared services delivery at greater scale.
- Accenture: Global professional services firm with substantial BPO, CX, and ERP/Systems Integration practices (including SAP). Competes for the same digital transformation, automation, and public sector modernisation contracts as ArvatoConnect at far greater scale.
- Foundever: Global CX leader formed from the Sitel/StarTek merger. Competes with ArvatoConnect on enterprise customer management, digital CX, and BPO services across automotive, retail, and financial services verticals.
- Teleperformance: World's largest contact centre outsourcer with extensive AI investment and digital CX offerings. Directly comparable in customer service delivery model and increasingly in AI-augmented agent platforms, with broader global scale than ArvatoConnect.
- WNS: Global business process management company offering CX, finance & accounting, and industry-specific BPO. Comparable in verticalised BPO delivery and digital transformation capabilities to ArvatoConnect, especially in regulated industries.
- Concentrix: Large global CX and BPO incumbent serving enterprise and public sector clients with proprietary AI and analytics platforms. Comparable to ArvatoConnect on customer experience management, multichannel contact centres, and AI-driven automation at greater scale.
- TTEC (TeleTech): Global CX technology and services company providing digital customer experience, AI, and contact centre operations. Comparable to ArvatoConnect in AI-augmented CX delivery and BPO services for enterprise and regulated clients.
Direct peers
- Capita: UK-listed outsourcing and digital services company with deep central and local government contracts (including shared services). Directly comparable to ArvatoConnect on public sector BPO, digital transformation, and contact centre operations, and a major UK competitor on framework bids.
- Majorel: Global customer experience BPO provider and historical Arvato sister company (co-ranked with ArvatoConnect in Everest Group's top 5). Overlaps on enterprise contact centre, CX automation, and digital transformation across multiple verticals including automotive and public sector.
Regional players
- Computacenter: UK-headquartered IT services and digital infrastructure provider serving enterprise and public sector. Overlaps with ArvatoConnect on technology-led transformation, managed services, and UK government procurement frameworks, though focused more on infrastructure than contact centre operations.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
ArvatoConnect social profiles
Digital presenceArvatoConnect compliance and trust
Trust signalCompliance4 records
ArvatoConnect financial estimates
Financial estimateRevenue estimate
Valuation estimate
ArvatoConnect leadership team
Management profileNumber of profiles
Profiles14 records
ArvatoConnect funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
ArvatoConnect M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about ArvatoConnect
What does ArvatoConnect do?
ArvatoConnect provides managed business process outsourcing (BPO), customer experience (CX), and digital transformation services for enterprise and public sector clients. Its offerings span multi-channel contact centre operations, back-office shared services, intelligent automation, and AI-powered transformation using proprietary platforms including the Arvato Discovery Engine and ProcessAutomate RPA.
Is ArvatoConnect a public or private company?
ArvatoConnect is a private company. It is classified as corporate owned and is currently operating.
When was ArvatoConnect founded?
ArvatoConnect was founded in -1. It employs 1,001 to 5,000 people.
Where is ArvatoConnect based?
ArvatoConnect is headquartered in Datchet, United Kingdom, in the Europe region.
How does ArvatoConnect make money?
Three revenue lines are on record. Business Process Outsourcing Services are the primary driver. The others are professional Services and technology Solutions Licensing.
Who are ArvatoConnect's main competitors?
Broad incumbents on record are Genpact, Accenture, Foundever, Teleperformance, WNS, Concentrix and TTEC (TeleTech). Direct peers are Capita and Majorel. Computacenter is listed as a regional player.
Does ArvatoConnect have an API?
No public API is recorded for ArvatoConnect.
What industry is ArvatoConnect in?
ArvatoConnect's product category is Business Process Outsourcing Services. Its primary akta.pro industry code is BPAEAGAA, ERP Implementation & Systems Integration Services, with a secondary code of HDAEAHAG, iBPMS (Intelligent BPM Suites) & Process Automation Suites. Its NAICS code is 54151 and its SIC code is 7373.