Optimized Workforce Management Through Simplex

Simplex by Atento: Streamlined Operations Suite

Goals

Design a central operational management platform that seamlessly fuses with diverse business and technological environments.

Strategy

Originated and initially rolled out in South America
Achieved global deployment starting in 2020.
Fostered an open integration landscape with both internal and external systems.

Highlights

Developed in-house using an open-source approach.
Scalable solution primed for cloud integration.

Results

Noticeable improvements in the “Bill to pay” metrics, including login utilization, occupancy, and paid utilization.
Enhanced customer satisfaction (CSAT).
Improved adherence to SLAs.

Transforming B2B and B2C Customer Care with Process Efficiency

Delivering engaging customer experiences through People, Data and Technology

Improving agents’ performance for the Born Digital champion

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Cookie	Duration	Description	Provider
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