Digital Solutions

 Speed, disruption and innovation are some of the characteristics that the digital transformation movement has been making in the market. The Digital context is changing how people think, relate with one another and acquire products.

Working with excellence within this scenario is an important part of the strategy at companies that want to stay competitive and grow their business!

And in line with this new reality, Atento, a specialist in customer relationship management and business process outsourcing (CRM/BPO), continues to invest in digital solutions, making it possible for companies to deliver the best experience and add value to relationships.

 

Online Sales

Our online sales solutions encompasses a 100% digital platform developed to sell any product or service. It contributes to defining commercial and digital marketing strategies, while we generate better qualified leads and optimize results based on analytics.

With a view to increasing conversion, we manage the entire process, from pre-sales to post-sales, combining digital marketing (with lead collection, enrichment and analysis) with our execution and management capacity, achieving sales 100% online or with chat-based human support.

It includes utilities such as  integrated multichannel support (active chat, bot, contact us); credit bureaus integration, anti-fraud module, and digital back office integration for online process management.

Omnichanel Customer Care

Our solution includes monitoring and interacting on social media, to map, quantify and classify relevant consumer feedback on the brand, products and services. We enable a unique view of the customer, integrated with the service and CRM platforms, with problem-solving action.

It includes the use of bots and virtual assistants, providing an online, problem-solving service, guaranteeing the best experience for the end consumer.  Our specialized team offer consulting, design, implementation and management of the digital relationship, providing a unique vision of the client and greater consumer engagement. This enables us to help our customers create an effective, detailed guideline for this channel, with voice, response limits, crisis management and scheduling.

Smart Back office

We offer a complete and integrated platform, equipped to support the demands of companies in different sectors and covering the entire relationship cycle, from custom service to back office services.

Atento's Smart Back Office supports and automates activities related to processing and analysis of documents and handling of repetitive and manual processes, such as credit analysis/formalization up through credit processing/delivery.
 
The platform integrates process management technologies - BPM (Business Process Management) – with document management – ECM (Enterprise Content Management) - and image processing – OCR (Optical Character Recognition), as well as process automation – RPA (Robotic Process Automation), making the solution more complete, robust and ready to perform every Back Office activity with the highest performance. Using technology and processes, 100% of digital back office operations can be automated.

Digital Technical Support

From self-service to service for more complex technical problems, we rely on efficient online support and process management, involving a variety of areas and multichannel oversight along with the client, up until resolution.

We rely on services that include website development, construction and management of online content for support, simulators, instructional videos, animations, BOTs, smart FAQs, community moderation, social media and service videos.

Using bots, we guarantee fast and effective service, on a wide variety of channels, such as text messaging, telegram, chats, instant messaging and customized websites. We provide the latest technology and a specialized methodology, resulting in contact that is made five times faster, is three times more cost-effective and is 20% more productive, in addition to having a higher rate of resolution at the very first interaction.

Digital Collections

Operates at every level of collections, with the best conversion rate and results at a lower cost, using 100% digital channels, BOTs and Virtual Assistants, in addition to the debt renegotiation website. Our actions are based on dynamic strategies and channel segmentation, using advanced Big Data and Analytics tools.

Among other resources, our clients can count on the Virtual Agent, allowing for activation by phone or through messaging apps, without the participation of a human operator, making it possible to obtain a promise for payment in a rapid and standardized manner.

One of the biggest differentials of Digital Collections is the ability to contact the client using the channel that the consumer deems most convenient. The work of digital agents allows for fast and standardized contact by phone or through messaging apps, without the participation of a human operator. At the website, the consumer also chooses the best option for paying off their debt, also without the need for human interaction.

Atento's delivery of the best collections platform on the market is guaranteed by the Digital Arena, where we frequently test practically every supplier. This also makes Atento a major hub, where clients can find the best solutions on the market.

Our Digital Collections grew even stronger with the acquisition in 2016 of R Brasil Soluções, one of the leading collections services companies for large clients in the financial, telecom and retail sectors in Brazil.

BPT BOX With a 360° view of the client and its needs, along with an integrated proposal of unprecedented services in the market, we offer BPT – Business Process Transformation. During the diagnosis and planning phases, FALCONI management consulting incorporates Atento into the project, designing and implementing business transformation through 100% digital BPO solutions, with the combination of best practices, advanced technology, expertise and quality in process execution, focused on operational efficiency and results.
 
Benefits:
  • Automation and processing of activities with scalability up to 100%
  • Lower costs
  • Significantly optimized SLAs
  • Greater control and efficiency
  • Agility through digital processes
  • Allows companies to focus on their core business
3DS – Data-Driven Digital Sales  Based on digital marketing – from generation to capture of leads and up through conversion – this solution is focused on data and analytic capacity to generate business across processes. It can be customized to match the features of each client's business.
 
The 3DS solution is focused on achieving consistent growth in conversion rates. It uses the best channel to optimize sales, from 100% online to bot, with the use of analytics integrated with human sales services at a call center or on-site. To do this, it has analytic capacity to generate business, combining digital marketing with Atento's ability for execution and management, allowing sales to be made 100% digitally.
 
3DS therefore encompasses the entire sales cycle, integrating each of the processes into its respective tools, with results such as:
  • Higher sales conversion levels
  • Enhanced client experience
  • Lower total process cost
When allied with digital marketing and RPA in client's legacy processes, the Atento Sales Portal solution allows for full automation of the sales process with multichannel service. The platform moreover features an integrated anti-fraud module and back office.
 
SOLUTION DIFFERENTIALS:
  • End-to-end management of the sales funnel: from attraction through re-marketing and up to conversion.
  • Integrated channels aimed at the best approach.
  • Data intelligence for profiling, propensity analysis, risk analysis, etc.
3DS BOX: Atento Sales Portal

 A 100% digital platform developed to sell any kind of product or service. It includes features such as:

  • Integrated multichannel service
  • Integration with credit bureaus
  • Anti-fraud module
  • Integration with digital back office for online process management

 In the integrated anti-fraud system, the biggest credit protection companies analyze data without human intervention. The portal also has functionalities that allow sales and digital marketing strategies to be defined in order to obtain qualified leads and optimize results.

Digital Customer Care

We make the relationship journey with a unique view of the client. This solution covers automation with a high rate of resolution for the best user experience.


It contributes to retaining customers and building loyalty, in addition to transforming the Customer Service Center into a revenue source with Cross-Selling and Up-Selling activities.


It relies on exclusive action by Keepcon, providing even more advantages and technology to manage the consumer experience, including assistance for marketing teams with real-time voice of customer reports, campaign analyses, competition benchmarks and brand health.


Solution Differentials:
Consulting capacity and knowledge of the client's business as a competitive advantage.
In-depth listening to the voice of the consumer with Keepcon and Analytics.
Automation via bots (chatbot, AVI, voicebot) and other self-service channels.
 

BOX

Keepcon – Software with linguistic knowledge, using semantic technology that automates comprehension and classifies de-structured texts, allowing for automation of routing, alerts and responses. This is a tool that can be integrated with any text channel, such as e-mail, chat, text messaging, websites, messaging apps and even social networks.


All of this is done in real time and at every stage of the relationship and can be delivered to Atento clients through a combination of automation and personal agents or through a 100% digital solution.
Keepcon semantic technology allows Atento to offer services across the digital process chain, which starts with the digital marketing campaign and includes the consumer profile, transforming data into analytic information for better engagement.


This platform has natural language processing (NLP) abilities in Portuguese, English and Spanish, along with a data analysis module that allows for comprehension of customer comments and even feelings, classifying and moderating content and answering automatically and in real time to interactions, creating assertive responses to consumers in less time along with valuable insights into our clients' businesses.
 
The main difference is its use of proprietary semantic technology based on recognizing a word in 38 million possible variations. That is because the Keepcon platform uses algorithms to recognize any digital word or symbol automatically, regardless of its level of conjugation or deformation. In combination with this, it understands linguistic patterns and the user's intention, creating real-time reports on the voice of customer, campaign analyses, competition benchmarks and brand health.
 

Innovation with agility  At Atento Digital, we work like a real startup to develop innovations and new solutions by applying Data Science and design thinking tools. Work is done quickly, with agility and integrated among the commercial, pre-sales, operations, IT and Digital areas, focused on creating prototypes that turn ideas into reality.
We therefore accelerate responses to our clients' needs, making them more competitive in their markets and inserted into digital transformation.
 
Benefits:
  • Speed in delivering the prototype.
  • Client engagement.
  • Efficiency In the process.
  • Commercial efficacy.

 

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