Case Studies

Services

More Service Productivity

Automated responses reduced response time, increasing customer satisfaction.

Customer Engagement, High Tech, Intelligent Automation

LUI – Language User Interface

The challenge was to develop a humanized IVR for a payments company, focusing on the main journeys and best possible user experience.

Healthcare

Launching a COVID-19 hotline

Providing equitable vaccine access to schedule appointments in a USA state.

Media & Entertainment

Keeping the Spotlight Clean: Elevating Content Moderation for a Media Giant

Using AI Technology to ensure a safe and engaging user experience across platforms.

Finance, Insurance

International Phone Sales Systematization

Boosting insurance plans sales for a multinational bank

Analytics

Inside Sales Triumph: Enhancing B2B Sales Through Analytics and People-Centric Models

Leveraging data insights and innovative engagement to supercharge B2B sales results.

Customer Engagement

Innovative Voice Intelligent BOT

Xtrabot by Atento: Enhancing Railway Traveler Experiences

Analytics

Innovative Anomaly Detection: A deep dive into Advanced Analytics

Empowering operations with cutting-edge anomaly detection techniques

High Tech

Improving agents’ performance for the Born Digital champion

Accelerating learning and improving first-contact resolution for a seamless CX.

Automotive

High Value Voice Support for Luxury Vehicles and Trucks

We improved customer support for luxury vehicles and trucks by enhancing agent training and using a global delivery model, establishing new benchmarks for customer service excellence.

Customer Engagement

Harnessing CCaaS for Expedited Deployment and Superior Outcomes

Swift Deployment of CaaS for Enhanced Agility and Performance

Media & Entertainment

Gamers Taking Care of Gamers

A videogame giant from the Born & Digital industry needed to quickly implement a 100% remote operation with gamer profile agents to support their community. The project was fully structured in stages such as recruitment, selection and training.

Automotive

Faster Resolution for Happier Drivers

An international automotive company asked Atento to provide customer care across different channels to their clients in Mexico. Thanks to our Integrated Multichannel Next Generation service, we were able to provide our client's customers with exceptional CX, improving average handling times and boosting customer satisfaction.

High Tech

Enhancing Safety and Customer Experience for Securitas Direct

Securitas helps make the world safer for clients and their customers by combining specialized guarding services with world-class technology

Artificial Intelligence

Enhancing HR processes with AI/Cognitive

Revamping HR processes to foster a superior employee experience, while championing innovation, quality, and efficiency.

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_GRECAPTCHA	5 months 27 days	This cookie is set by Google. In addition to certain standard Google cookies, reCAPTCHA sets a necessary cookie (_GRECAPTCHA) when executed for the purpose of providing its risk analysis.	Google
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cookietest	session	Cookie used to remember the user’s acceptance of the privacy policy.	Google
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lidc	1 day	LinkedIn sets the lidc cookie to facilitate data center selection.
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PHPSESSID	session	This cookie is native to PHP applications. The cookie stores and identifies a user's unique session ID to manage user sessions on the website. The cookie is a session cookie and will be deleted when all the browser windows are closed.
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Cookie	Duration	Description	Provider
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_gat_gtag_UA_160271668_1	1 minute	This is used to distinguish users and to limit the percentage of requests.	Google
_gat_UA-160271668-1	1 minute	This is used to distinguish users and to limit the percentage of requests.	Google
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AnalyticsSyncHistory	1 month	Linkedin set this cookie to store information about the time a sync took place with the lms_analytics cookie.
CLID	1 year	Microsoft Clarity set this cookie to store information about how visitors interact with the website. The cookie helps to provide an analysis report. The data collection includes the number of visitors, where they visit the website, and the pages visited.
dmvk	session	This cookie is set by the provider Dailymotion. This cookie is used for collecting statistical data of the visitor behaviour on the website. It is used for internal analytics.	Dailymotion
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SM	session	Microsoft Clarity cookie set this cookie for synchronizing the MUID across Microsoft domains.
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Cookie	Duration	Description	Provider
_fbp	3 months	This cookie is set by Facebook to deliver advertisement when they are on Facebook or a digital platform powered by Facebook advertising after visiting this website.	Facebook
_gcl_au	3 months	This is used to monitor how many times the people who click ads end up taking an action on the site. Google does not use them for customized ad orientation and it persists for just a limited time.	Google
ANONCHK	10 minutes	The ANONCHK cookie, set by Bing, is used to store a user's session ID and verify ads' clicks on the Bing search engine. The cookie helps in reporting and personalization as well.
bcookie	1 year	LinkedIn sets this cookie from LinkedIn share buttons and ad tags to recognize browser IDs.
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CONSENT	16 years 6 months 6 days 6 hours 9 minutes	Cookie that collects information on how the end user uses the website and any advertising that the end user of the website has seen.	Google
fr	3 months	The cookie is set by Facebook to show relevant advertisments to the users and measure and improve the advertisements. The cookie also tracks the behavior of the user across the web on sites that have Facebook pixel or Facebook social plugin.	Facebook
IDE	1 year 24 days	Used to improve the advertising based on the content that is relevant for a user, improve the campaign performance reports and avoid showing ads to the user that they have already seen.	Google
li_sugr	3 months	LinkedIn sets this cookie to collect user behaviour data to optimise the website and make advertisements on the website more relevant.
MUID	1 year 24 days	Bing sets this cookie to recognise unique web browsers visiting Microsoft sites. This cookie is used for advertising, site analytics, and other operations.
sid	past	Measures the performance of the ads and provides recommendations – Google	Google
test_cookie	15 minutes	Used by Google DoubleClick to serve website visitors with relevant ads, and to check if the user's browser supports cookies.	Google
VISITOR_INFO1_LIVE	5 months 27 days	Attempts to calculate the user’s bandwidth on pages with embedded YouTube videos.	Google
YSC	session	Records a unique identification to maintain statistics on which YouTube videos were seen by the user.	Google
yt-remote-connected-devices	never	Stores the user’s video player preferences using embedded YouTube video	Google
yt-remote-device-id	never	Stores the user’s video player preferences using embedded YouTube video.	Google
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