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  • NETMEDIA International

CX technology: Sitel evolves its organization

Nicolas Raffin and Ana Athayde, Innso managers, are promoted to management positions within Sitel Group.

Executives of Innso, an operations-oriented customer service software company and subsidiary of outsourcer Sitel Group, have been appointed to management positions with expanded responsibilities within Sitel Group. Nicolas Raffin, CEO and co-founder of Innso, is appointed chief technology officer - software R&D of Sitel Group and Ana Athayde, general manager of Innso, becomes global head of CX technology of Sitel Group. These appointments are part of Sitel Group's strategy to continuously invest in technology and in a partner ecosystem. "I am delighted to see Ana Athayde and Nicolas Raffin take up these positions and am confident that they will be successful in their assignments. These appointments strengthen the management of Sitel Group by bringing extensive software expertise and knowledge. Both managers have already successfully led this project in the past years at Innso. This is another proof of our commitment to our customers, because it is only with the right technology that they can deliver optimal customer experiences. Together Nicolas and Ana will contribute to the definition, development and improvement of our CX products and solutions", says Olivier Camino, global COO and co-founder of Sitel Group.

Nicolas Raffin will lead the software design and development, engineering, IT solutions and application deployment teams. He will lead the investment and roadmap for technology development and intellectual property as well as for all CX Technology products within Sitel Group, including Innso. He will also be responsible at Sitel Group for the integration of technology partner products, including CRM, cloud telephony and AI. Nicolas Raffin co-founded Innso in 2014 with Laurent Uberti, CEO, co-founder of Sitel Group, and David Slaviero. Previously, he held several management positions at Société Générale Corporate Investment Bank, Bouygues Telecom and Altran.

Ana Athayde will define the go-to-market strategy for CX Technology. She will develop the overall technology roadmap, partnership development and technology alliances and will be responsible for solution sales and product delivery for the group and its partners. Ana Athayde joined Innso in 2017 to lead marketing and business development. In 2019, she took on the role of general manager, EMEA for Innso. Previously, Ana Athayde founded and led Spotter, a global media intelligence and analytics company, which was sold in 2014.

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