Data sovereignty is no longer just a compliance checkbox. For many European businesses, it is becoming the deciding factor in their technology stack.
Odigo, a European leader in Contact Centre as a Service (CCaaS), has finalized the acquisition of Akio, a French software vendor known for its expertise in AI and customer engagement for the mid-market.
This move is not just about expanding a portfolio. It represents a strategic push to build a robust, sovereign European alternative to the US-dominated CCaaS market.
By combining Odigo’s large-enterprise capabilities with Akio’s agility in the SME space, the merged entity will have the potential to keep European data in European hands.
Bridging the Gap: From Mid-Market to Enterprise
The acquisition addresses a common fragmentation in the CX market. Often, vendors specialize in either agile tools for smaller teams or heavy-duty platforms for global giants. Odigo plans to close this gap.
Jean-Michel Breul, Co-CEO of Odigo, describes the deal as a natural consolidation:
“Together, we combine innovation, AI-powered customer engagement solutions, expertise and proximity to offer our clients comprehensive coverage of the customer experience market, from SMBs to large enterprises.”
The integration means Odigo can now offer:
- For SMEs/Mid-Market: Akio’s packaged, omnichannel technologies that are quick to deploy.
- For Large Enterprises: Odigo’s open CXaaS platforms capable of supporting tens of thousands of users.
The AI and Channel Advantage
Beyond market segmentation, the acquisition brings significant technological strengths. Akio’s expertise lie in its analytical AI, specifically Voice of the Customer (VoC) analysis and reputation management.
When paired with Odigo’s existing Agentic AI—which focuses on automation and orchestration—the result is what they’re describing as a “complete” AI offering. Customers will have access to tools that not only automate interactions but deeply analyze the sentiment and intent behind them.
Furthermore, Akio enhances Odigo’s digital channel capabilities, delivering native integration for:
- Email, Chat, and WhatsApp.
- RCS (Rich Communication Services): Opening the door for enriched, app-like conversational experiences directly in messaging apps.
Javier Llosa, Co-CEO of Odigo, notes that this “complementarity will enable us to accelerate the commercialisation of our innovations, particularly around AI and our Agentic AI offering, across all our markets.”
Why Sovereignty Matters Now
The timing of this deal is crucial. With increasing regulatory pressure and the rapid adoption of AI, European companies are scrutinizing where their data resides and who controls it.
Patrick Giudicelli, Founder and President of Akio, highlights this shared value, stating:
“Joining Odigo means joining a French company that shares our values of customer proximity and sovereignty. It also enables us to give a new dimension to our innovations in AI and analytics.”
Backed by Seven2, Odigo’s majority shareholder, the acquisition reinforces the conviction that Europe needs its own champions in the CX space.
Ponder This: Is Local the New Global?
For years, the narrative in tech has been about global scale, often led by Silicon Valley.
But as AI becomes more embedded in our daily lives, the desire for control, privacy, and local accountability is shifting the tide.
Odigo’s move suggests that the future of European CX might not be about using the biggest global tool, but the one that understands the local landscape best.
If you are a European CX leader, do you stick with the global giants, or is it time to look closer to home?
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