Atento moves contact center to the cloud

As cloud technologies began to demonstrate immediate benefits upon implementation and pandemic changes required people to work remotely, Atento knew it was time to move to the cloud.

Our client is a crypto financial service serving as the official exchange provider. In our evaluation process, we searched for the best partner to deliver the seamless experience cryptocurrency users expect.

Challenges

Difficulty updating on-premises platform
Lack of integration with other systems
Difficulty supporting client SLAs

Challenges

Difficulty updating on-premises platform
Lack of integration with other systems
Difficulty supporting client SLAs

Strategy

Offer a powerful cloud-contact center that supports end consumers while providing a better agent experience
Deliver an integrated multichannel experience, including voice, chat, email, and SMS
Search for the best technology partner to interconnect with other local BPOs
Establish a stable platform that exceeds our SLA commitments

Strategy

Offer a powerful cloud-contact center that supports end consumers while providing a better agent experience
Deliver an integrated multichannel experience, including voice, chat, email, and SMS
Search for the best technology partner to interconnect with other local BPOs
Establish a stable platform that exceeds our SLA commitments

Results

155 workstations active within a week
Organized traffic rerouting and segmentation to 3 local BPOs in 4 days
A stable platform that sustains our clients’ growth

Results

155 workstations active within a week
Organized traffic rerouting and segmentation to 3 local BPOs in 4 days
A stable platform that sustains our clients’ growth

Learn how Atento chose the right partner by downloading this case study

Analytics-Driven High Value Voice

Automating the customer experience

Revolutionized IVR Experience

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Atento moves contact center to the cloud

Challenges

Challenges

Strategy

Strategy

Results

Results

Learn how Atento chose the right partner by downloading this case study

Learn how Atento chose the right partner by downloading this case study

Cases

Analytics-Driven High Value Voice

Automating the customer experience

Revolutionized IVR Experience