The Greek customer experience (CX) services market is undergoing a phase of dynamic transformation, with Foundever positioning itself at the forefront of these developments. The announcement of Rui Da Silva as the new Country Manager for Greece is more than a mere administrative change; it signals the start of a new chapter of investment and strategic expansion for the multinational corporation in the country. Looking ahead to 2026, Foundever plans to establish a state-of-the-art hub in Athens, aiming for a 12% increase in its workforce, thereby confirming its confidence in the prospects of the Greek economy.
Rui Da Silva’s Strategic Leadership
Rui Da Silva takes the helm of Foundever in Greece at a critical juncture. With years of experience in the Business Process Outsourcing (BPO) sector and deep knowledge of international markets, Da Silva is tasked with implementing a plan that merges technological innovation with a human-centric approach. His appointment reflects the company's desire to strengthen its ties with the local market while leveraging Foundever’s global network of expertise. According to company executives, the new Country Manager will focus on upgrading service delivery through the integration of Artificial Intelligence tools, while maintaining high quality standards in human communication.
The New Athens Hub and Investment Momentum
The creation of a new central hub in Athens is the spearhead of Foundever's investment strategy. These new facilities will not just be a workplace but an innovation ecosystem designed to support hybrid work and promote collaboration. This investment adds to the company’s already strong presence, which has successfully established Greece as one of the leading destinations for multilingual customer support in Europe. The new hub is expected to incorporate green technologies and sustainable practices, aligning with the company's global environmental commitments. This move signifies Athens' growing status as a regional tech and services powerhouse.
Job Creation and the Greek Talent Pool
One of the most striking elements of the new plan is the commitment to a 12% increase in jobs by 2026. In an era where unemployment remains a central issue in Greek society, the creation of high-quality jobs in a cutting-edge sector is particularly significant. Foundever is betting on the high level of education and linguistic skills of the Greek workforce. The new roles will not only cover traditional customer service but also specialized positions in data analysis, digital channel management, and high-level technical support. The company systematically invests in upskilling and reskilling its employees to meet the demands of the digital age.
Integrating Artificial Intelligence into CX
Foundever does not view Artificial Intelligence as a threat but as a powerful ally. Its strategy includes using AI to automate repetitive tasks, allowing employees to focus on more complex and emotionally demanding customer issues. This approach, known as "Human-Centric AI," aims to improve the experience for both the customer and the employee. In Greece, the company is expected to deploy solutions using Generative AI for faster request processing and real-time personalized responses, enhancing the competitiveness of its clients on the international stage. The goal is to augment human intelligence, not replace it.
Conclusions and Future Outlook
The appointment of Rui Da Silva and the announcement of new investments confirm that Greece remains a strategic pillar for Foundever. Our country, with its geographical location and talent, is evolving into a hub for value-added services that goes beyond the limits of traditional call center support. The success of this venture will depend on the company's ability to balance technological progress with social responsibility, creating an environment where innovation serves humanity. 2026 promises to be a landmark year for Foundever's presence in Greece, setting new standards for the CX industry as a whole.
