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.

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.

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.

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.

Results

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

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