EMEA Customer Relations Specialist, Armatis leverage Calabrio WFM to significantly improve workforce efficiency
About the brand
Armatis is a company specializing in the outsourcing of customer relations and customer relationship management (CRM) services. It offers a complete range of customized solutions, from handling telephone calls to managing social media for its customers. With contact centers in several countries, the company offers multilingual support. And thanks to rigorous recruitment and training processes, Armatis guarantees a high quality of service.
- Company Armatis
- Industry Outsourced Customer Relations
- Region EMEA
- Products Used Calabrio Workforce Management (WFM)

Challenge
Armatis is a company specializing in the outsourcing of customer relations and customer relationship management (CRM) services. Founded in 1989, it offers a complete range of customized solutions, from handling telephone calls to managing social media for its customers. Thanks to rigorous recruitment and training processes, Armatis guarantees a high quality of service. With contact centers in several countries, the company offers multilingual support.
In addition to its outsourcing services, Armatis develops innovative technological solutions to improve its customers’ operational efficiency in the field of customer relations. Under the banner of “Your Customer First”, Armatis is recognized as an industry leader for its commitment to operational excellence, innovation and exceptional customer experience. A “Made in France” company with an international dimension, the Armatis group has 21 production sites representing almost 9,000 positions: 11 sites in France, located in 7 regions, 8 nearshore sites and 2 offshore sites.
Solution
- Customers (optimization of load coverage under SLA constraints using adapted planning models)
- Social (absenteeism and occupancy rates linked to the compatibility of private and professional life cycles, consideration of individual constraints/preferences, etc.)
In a multi-site, multi-country context, with decentralized planning management, the new solution sought by Armatis had to respond to organizational issues (notably multi-site/multi-time zone account management), integration issues (notably with Time and Activity Management and payroll), and the group’s social issues (employee commitment and work-life balance).
“The specificity of the project lay in the fact that it had to be integrated into a wider project to transform the WFM sector within Armatis (centralization of planning in order to develop homogeneous practices based on more robust methods) coupled with an overhaul of the information system supporting this sector (technical architecture/security, automation of input/output workflows, remote access via smartphone…). From a business point of view, it quickly became apparent that there was a considerable need for training to understand the logic of the new tool and how to configure it, on the one hand, and to understand the planning process and associated methods, on the other”.
Armatis chose the Calabrio WFM solution, which offers a rich functional base in SaaS mode, a range of native integrations and an intuitive, user-friendly interface.
”The deployment of Calabrio has made it possible to :
To ensure smooth adoption of the WFM solution, Calabrio partner and WFM expert, Activeo proposed a participative approach, led by a mixed technical-functional team.
“The choice of a small team of experts in project management and WFM, with complementary skills and the strong involvement of an Activeo partner, enabled us to provide comprehensive and effective support throughout the project. Activeo’s team helped to map out the risks and opportunities involved in implementing the Calabrio solution, and to maximize the implementation timetable while securing the weak points identified. Activeo also skillfully managed the friction points inherent in this type of project and found the necessary compromises without incurring additional costs.”