Intelcia has opened a new customer service centre in Tunis as the company expands its operations and prepares for the growing use of artificial intelligence in the sector. The new centre is in Les Berges du Lac 2 and covers more than 6,000 square metres across four floors. It has 850 operational workstations and will grow to 1,000 within a year.
The centre started operating gradually on 14 July 2025. It was running at about 30% of its capacity before the official inauguration on 24 September 2026.
Intelcia has operated in Tunisia since 2013. The group expanded its presence in 2023 through the acquisition of Colyris and later took over activities belonging to Altice.
The new investment comes as the customer service industry changes quickly. Companies such as Intelcia are moving away from business models based mainly on the number of working hours or agents.
Intelcia is developing what it calls the “Augmented Agent” model. Artificial intelligence handles routine and repetitive tasks, while human advisers deal with more complex customer issues.
The company has about 900 engineers working on digital transformation. Its Evoluciona unit focuses on consulting, innovation and digital transformation. It studies business and operational processes before introducing artificial intelligence tools.
The change is also affecting the wider outsourcing industry in Tunisia and other North African markets. Companies are facing more pressure to offer technology, technical skills and multilingual services, rather than competing mainly on lower costs and large numbers of workers.
Intelcia now has more than 40,000 employees in 19 countries across Europe, Africa and the Americas. Its operations mainly support international clients, including companies serving French-speaking markets.
The Tunis centre is part of this wider strategy. The company is building larger operational sites while adding AI and digital tools to the work traditionally carried out by customer service agents.
The new model keeps people at the centre of more difficult customer interactions while using AI for tasks that can be automated.
Intelcia’s expansion also reflects a wider change in nearshoring. European companies have long used North African centres for lower-cost customer service and back-office work. The focus is now shifting towards technology, skilled workers and the ability to manage more complex operations.
