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Atento is one of the world’s leading business process and transformation outsourcers, with 150,000 staff serving more than 400 clients across 17 countries. Maintaining their position at the top of their industry requires both a highly skilled team and innovative technologies. Atento’s customers’ needs and expectations are constantly evolving and growing, with flexibility, customization, and cost-effectiveness being major drivers. Atento’s partnership with Avaya enables staff to deliver legendary customer experience (CX) through AI, automation, and cloud flexibility while elevating their own employee experience (EX), reflecting Atento’s brand promise: “CX innovation with technology driven by human touch”. The result has been measurable improvements in CX and EX, leading to real business growth.
For over 20 years, Atento has gone beyond basic customer service to create lasting bonds between brands and consumers. Atento take pride in guaranteeing the best customer experience for their clients. That word— guarantee—is not something they take lightly, it’s a promise that requires a significant commitment. Atento consider themselves to be ready at every moment for their customers to have the best experience possible.
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Year of foundation
Organic international growth resulted in disparate technologies and customer processes across multiple countries. Without a strategic plan to create uniform and flexible environments, this growth
threatened to limit the innovation Atento could bring to clients.
As a global leader in CX, CRM, and BPO, Atento faced these challenges in an increasingly competitive market. The core issues included:
Atento’s dynamic approach to customer engagement involves looking at the complete customer journey, supported by an innovative digital platform, to transform processes and drive measurable results. At a time of rapid change, Atento’s goal is to be that resource their customers can always come to for meeting
the growing needs of their own consumers.
To provide this level of support, Atento introduced new levels of agility, intelligence, and efficiency using a combination of Avaya cloud and on-premises platforms, AI, automation, and analytics. Key initiatives included:
Atento recognized the importance of applying AI in a meaningful and intentional way to improve the customer experience and drive new efficiency gains. Avaya’s AI capabilities have been a game-changer, enabling Atento to drastically improve the experiences they deliver while reducing total cost.
The deployment of Avaya’s technology yielded significant positive outcomes, enhancing both operational efficiency and customer satisfaction. Key results included:
1. Improved Customer Experience (CX):
2. Increased Efficiency and Cost Savings:
3. Enhanced Business Performance:
4. Strategic Insights and Decision Making:
5. Customer Satisfaction and Loyalty:
Atento’s strategic partnership with Avaya and the deployment of advanced AI, automation, and analytics technologies have fundamentally transformed its operations. By addressing the challenges of scalability, customer expectations, data utilization, and cost management, Atento has achieved remarkable improvements in customer experience, operational efficiency, and business performance. The company has also managed to increase revenues significantly.
Following extensive reviews of available market solutions, Atento found that the core capabilities within Avaya’s solutions were a market differentiator.
Atento, one of the world’s leading business process outsourcers, operates in 16 countries. Atento contact centers help companies strengthen relations with their clients, using a technology platform that supports exceptional multichannel interactions and positive customer experiences