ArvatoConnect is bringing customer service jobs and innovation back to the UK through an AI partnership with Zoom Communications, Inc., in a move that could reshape the economics of onshoring.
The digital transformation specialist has become one of the first mid-sized European business process outsourcing (BPO) companies to partner with Zoom on the US tech giant’s cutting-edge AI-first contact centre platform.
The move marks a milestone investment in ArvatoConnect’s support for clients as AI and automation drive the trend towards major brands reshoring their CX operations to the UK.
Cost models developed by ArvatoConnect indicate firms could reduce the cost of operating in the UK by 60% – and this is just the start as the technology advances – providing a competitive and more sustainable alternative to offshore models, and encouraging inward investment.
By placing Zoom Contact Center at the heart of its UK operations, ArvatoConnect will help clients to unlock the benefits of local service – including cultural alignment, stronger customer connections and robust data protection – without the historically high costs associated with onshore operations.
Unlike retrofitted legacy systems, the platform has been built from the ground up with AI at its core. It captures the full customer journey, enabling fast and intelligent self-service while also empowering and upskilling agents.
Importantly, it reduces the need for multiple software licenses and complex integrations, simplifying operations, lowering costs and giving ArvatoConnect’s UK clients greater flexibility.
The agreement builds on existing industry partnerships developed by the business to address gaps in the current market and tailor products to meet clients’ current and future challenges.
Last year ArvatoConnect entered into a strategic partnership with leading sustainable digital growth advisory firm, Nunatak, to better equip organisations with the tools and strategies needed to thrive in the digital era.
The company began rolling out the technology in October 2025.
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.”
This partnership follows ArvatoConnect’s recent recognition as Europe’s Top Digital Transformation Solution Provider for 2025 by CIOReview Europe.
About ArvatoConnect
ArvatoConnect partners with leading brands and organisations to transform customer, colleague and citizen experiences, while delivering measurable, lasting outcomes. By embedding innovative technologies and placing AI at the core, we help clients move further, faster, and unlock real operational and business impact.
With a tech-agnostic approach, we integrate the right platforms, data and customer journeys into intelligent, cohesive ecosystems, powered by deep partnerships and our own evolving digital capabilities. From highly regulated industries to the public sector, we deliver secure, ethical and compliant transformation at pace.
A division of Bertelsmann, ArvatoConnect employs approximately 800 people in the UK and is headquartered in Datchet, with other offices in Swansea, Newcastle and Willerby.
For more information, visit: https://www.arvatoconnect.co.uk/