Zoom and ArvatoConnect Announce a Strategic Partnership

Zoom and ArvatoConnect have entered into a partnership to introduce Zoom’s AI-first contact centre platform into ArvatoConnect’s UK operations.

The collaboration is designed to support organisations reshoring customer service functions by combining Zoom’s technology with ArvatoConnect’s delivery capabilities.

As one of the first mid-sized European BPOs to adopt Zoom contact centre, ArvatoConnect plans to use the platform as a core component of its UK customer experience offering.

ArvatoConnect’s internal modelling suggests that AI-enabled approaches could lower UK operating costs by up to 60%, making onshore CX more viable for brands that have traditionally relied on offshore locations.

Zoom contact centre, built natively with AI, supports automated self-service, customer journey visibility, and tools for agent assistance, reducing dependency on multiple software systems.

The rollout of the platform began in October 2025 and forms part of ArvatoConnect’s broader work with technology partners to address emerging service and operational challenges.

James Towner, Chief Growth Officer at ArvatoConnect, said: “This partnership with Zoom is making reshoring more competitive again, bringing customer service home without the high-cost penalty.

It’s a key step in our strategy to lead from the front on digital transformation, as both government and business target responsible AI-powered growth.

The platform opens up intelligent, personalised and scalable customer experiences, while enabling agents to focus on high-value, complex cases and significantly reducing the cost-to-serve.

Our own data shows that around three-quarters of brands would reshore their operations if cost weren’t a factor and we’re now acting to facilitate this transition.

We’re looking forward to working closely with the team at Zoom as it joins our growing ecosystem of strategic partners that help us push the boundaries of what’s possible in customer experience, deliver measurable outcomes, and future-proof our clients’ services.”

The announcement follows ArvatoConnect’s recognition as Europe’s Top Digital Transformation Solution Provider for 2025 by CIOReview Europe.

For more information about Zoom - visit the Zoom Website