Arnaud de Lacoste – Acticall: Building Digital Transformation

Updated on 12/01/2024
Acticall's digital transformation with DialOnce

Arnaud de Lacoste – Acticall: Building Digital Transformation With a turnover of over 1.7 billion dollars in 2017 and 75,000 employees spread across 22 countries and more than 146 contact centers, Acticall-Sitel is today a key player in integrated business services and customer relations. A leader in sectors like customer experience, digital, and training, the group founded in 1994 by Arnaud de Lacoste, Laurent Uberti, and Olivier Camino has particularly relevant expertise in the field of digital transformation. It was on this topic that Arnaud de Lacoste spoke at the last Paris customer relations expo, as well as on his official partnership with Dial Once.

"Creating a Completely Integrated Customer Journey"

 "We are builders of solutions, not products," the leader initially clarifies. Therefore, Acticall's approach is to build "the best possible solution brick by brick, but in a completely integrated customer journey," he continues. But in a logic of digital transformation where innovation plays an increasingly important role, how to maintain the necessary flexibility when you are one of the 4 major players in the sector? "We rely on an ecosystem of partners [to build] a solution that makes sense for the final customer," continues the one who was notably at the origin of the digital transformation agency The Social Client founded in 2011.

A Plurality of Innovative Solutions to Best Meet Client Challenges

An agency that has significantly enriched the Acticall catalog by forming partnerships with diverse and innovative startups. From Eptica, with its multichannel customer interaction management solution, to Lithium and its Social CRM, the group has found the agility necessary for its clients with increasingly efficient tools. For Arnaud de Lacoste, although all the proposed solutions meet an identified customer need, some garner his favor. "We have created a true and beautiful partnership with Dial-Once for over a year," he announces, "because we share the same values around simplicity and well-done service." This solution, according to him, allows "to optimize the investments made" by doing "a real sorting of calls by value and a real improvement in the cost of the treated call." With joint projects in France, but also in the United States and Brazil, this partnership seems well set to last "as long as possible," the leader hints with a smile.