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.
