Sitel Group® Announces Evolution of CX Technology Organization and Strategy

Nicolas Raffin and Ana Athayde, Senior Executives From innso, Have Been Promoted to Positions Within Sitel Group

Published ·July 26, 2021

Reading time·3 min

MIAMI and PARIS—July 26, 2021 – Sitel Group®, a leading global provider of customer experience (CX) products and solutions, today announced that executives from innso, the operations-first customer service software company, have been promoted into senior executive roles within Sitel Group where they will take on expanded responsibilities. Nicolas Raffin, CEO and co-founder of innso, has been named Chief Technology Officer – Software R&D for Sitel Group and Ana Athayde, General Manager of innso, has been named Global Head of CX Technology for Sitel Group.

These appointments are a result of ongoing investments in technology and a partnership ecosystem within Sitel Group. This builds on a deep knowledge of operations to place technology at the center of customer experience to build stronger relationships between brands and their customers.

“I am excited to see Ana and Nicolas move into these positions and look forward to their success,” said Olivier Camino, Global COO & Co-Founder, Sitel Group. “These roles bring additional software expertise, breadth and knowledge to Sitel Group leadership, of which the two set the foundation for over the past few years at innso. This further demonstrates our commitment to the long-term business growth of our customers by enabling them to deliver best-in-class customer experiences with the right technology. Together, Nicolas and Ana will help define, develop, shape and align Sitel Group products and partner products with customer needs, further enhancing and accelerating the development and depth of our CX products and solutions.”

Raffin will lead Sitel Group teams in software design, development, engineering, IT solutions and application delivery. He will drive investment and growth into the technology development roadmap and intellectual property (IP) and application for all CX Technology products within Sitel Group, including innso. Raffin will also lead the integration roadmap of Sitel Group technology partner products, including CRM, cloud telephony and AI.

“I am delighted to announce that Nicolas will lead software research and development, bringing his expertise and knowledge to the creation of our end-to-end portfolio of CX products and solutions,” said David Slaviero, Global Chief Technology Officer, Sitel Group.

Raffin co-founded innso in 2014 with Laurent Uberti, Sitel Group President, CEO & Co-Founder, and Slaviero. Prior to innso, Raffin held multiple senior leadership positions at Société Générale Corporate Investment Bank, Bouygues Telecom and Altran.

Athayde will define the go-to-market strategy for CX Technology by building the global technology roadmap, leading development of technology partnerships and alliances, and driving sales, solutions and delivery of the group’s CX Technology products and partner products. Her team will support customers, solve challenges and achieve transformation within a carefully developed portfolio of in-house and third-party technologies.

Athayde joined innso in 2017 to lead Marketing and Business Development. In 2019, she became General Manager, EMEA for innso. Prior to innso, Athayde founded and managed Spotter, a successful international media monitoring and analysis solutions company, which she sold to Akio in 2014.

For information about Sitel Group, visit

About Sitel Group®

As a leading global provider of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.

With 100,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 4.5 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 35+ years of industry-leading experience and commitment to improving the employee experience.

EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families: Empower, Engage, Explore and Evolve.

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About innso

Innso is a customer service CRM that drives operational efficiency and renders customer engagement effortless. Designed by operations, for operations, with a deep understanding of CX, innso simplifies and elevates communication for enterprise-level clients and leading contact center teams. Uniquely focused on the day-to-day needs of operations, innso orchestrates interactions and inquiries, achieves optimization and ease of use and creates a continuous customer conversation