- Investment in technology is one of the pillars of the company’s transformation, which aims to lead the BTO – Business Transformation Outsourcing sector.
- Boasting a robust portfolio rich in innovations equipped with AI and automation, the company offers its customers the most cutting-edge technology to deliver the best customer experience.
Madrid, February 7th, 2024 – Atento Luxco 1 (“Atento” or the “Company”), one of the world’s largest providers of customer relationship management and business process outsourcing (CRM/BPO) services and an industry leader in Latin America, continues to invest in the transition to leadership as a BTO – Business Transformation Outsourcing. One of the main pillars of this journey is transformation through technology, which is why the company has updated its digital capabilities, integrating them into a single ecosystem, enhancing agility and efficiency to elevate both Customer and Employee Experience journeys, thereby boosting its clients’ businesses.
All this work was executed by the development of proprietary solutions, boosted by artificial intelligence, automation and data analysis. To ensure the best results, the company also has strategic partners to complement its portfolio, including Google, Microsoft, Meta, Crowdstrike, among others.
In its Generative Artificial Intelligence platform, Atento AI Studio, the company consolidates several technology components and the expertise of specialists such as data engineers, data scientists, prompt engineers, and computational linguistics, committed to translating the advances of Generative AI into practical and innovative solutions. The new portfolio includes business insights generation, agents and digital assistants boosted by AI-powered conversation, sentiment analysis for more humanized interactions, Intelligent IVRs, and voice bots, among others. Also noteworthy are cognitive AI assets, the use of advanced AI biometrics, and facial recognition technology to significantly improve security measures.
Aware that automation coupled with artificial intelligence will be one of the major keys to the success of CX strategies, Atento’s investments also involve this front, with solutions grounded in proprietary technologies that enhance efficiency and agility across back-office process. One of the most relevant offers within this ecosystem is the DAP – Automatic Process Distributor, ensuring agile task assignment in accordance with specific business rules, thus maximizing operational efficiency and productivity.
Besides, Atento’s automation delivery includes iBPM, a cloud-based solution built on a microservices architecture for modern business process management through a versatile and cost-effective approach. Also noteworthy is the evolution of digital agents with advanced ability to resolve conflict situations, such as collection processes, for example.
The company also continues to invest in analytics solutions, which include predictive models, big data, sentiment analysis, and analysis and interpretation of audio data to extract valuable information (speech analytics), which provide in-depth insights to maximize business potential, using a proprietary data ocean platform.
This technology is also applied in Employee Journey solutions, enabling the monitoring of team productivity and applied in platforms like Qualistore, a proprietary tool that offers gamified communication, content and training and where agents can track their performance, quality and metrics, promoting a proactive approach to improve overall performance and business results. In addition, its use in people analytics methodologies allows, for example, to predict agent attrition, anticipating the need for proactive talent management and retention strategies.
“Our portfolio is continually evolving to shape the future of customer experience, merging the finest technology with a human touch to ensure optimal business results,” said Eduardo Aguirre, CIO of Atento. “This work is carried out through the development of our own technologies and with strategic partnerships, which ensure specialization and greater efficiency in delivery,” he adds.
An example of the success of the integration between Atento and its partners is Atento Knowledge, which, with the adoption of Microsoft Azure OpenAI Service, integrated with proprietary tools – such as DAP and Qualistore – acts as a Copilot, integrated with customer service agents, streamlining service processes, and improving customer and employee journeys. “In a project we implemented, in the first few weeks, we noticed an increase of more than 20% in customer satisfaction,” says Aguirre.
Learn more about Atento’s technology ecosystem at Technology Ecosystem – Atento
Atento stands as the largest provider of customer relationship management and business transformation outsourcing (“CRM BTO”) services in Latin America and as one of the global leaders. Furthermore, Atento ranks as a top provider of nearshoring CRM BTO services for US-based companies. Since its inception in 1999, the company has expanded its business model across 17 countries, employing 110,000+ people. Serving over 400 clients, Atento delivers a broad spectrum of CRM BTO services across multiple channels. The majority of Atento’s clients include multinational corporations across telecommunications, banking and financial services, healthcare, retail, and government sectors. In recent years, Atento has earned accolades for its excellence from various industry analysts globally, including Everest, Gartner, Frost & Sullivan, and ISG. Forbes recognized it as one of the 100 best companies to work for in Spain in 2023, while Great Place to Work® has consistently ranked it among the top 25 companies to work for worldwide. Atento has also distinguished itself as the first company in the sector worldwide to secure the ISO 56002 Innovation Management Certification for three consecutive years. For more information, visit www.atento.com.