Government & Utilities
Digitalize your services quickly at the speed your residents need
Consumers aim to have a more connected and digital experience using all types of services, especially when dealing with government and utility companies that might have a lot of bureaucracy. We know these industries suﬀer with high requests volumes, low digitalization and handling multiple information from diﬀerent sources.
Atento’s oﬀer helps companies quickly deploy operations, upgrade digital strategy to enhance CX through a secure solution that uses automation to minimize human errors, and optimizes repetitive processes by a cost eﬀectively solution.
What we offer:
Next Generation Services
Our well-established recruiting, onboarding and training programs, supported by ATS, top-notch e-learning tools help us have high-performance agents who are experts and highly productive, providing meaningful interactions to end-consumers.
Our integrated solution uses CX consulting, AI/Cognitive, Language user interface and process mining capabilities to identify improvement opportunities across the customer journey. We can positively impact KPIs, such as first call resolution, average handle time, by deflecting some of the interactions, while enabling human intervention for more complex requests while leaving simple ones to IVR or chatbots.
Our automation, AI, and RPA solutions make it possible to mitigate fraud, waste and abuse in activities caused by either human error or intentionally bad actors. This vast problem costs millions of dollars to agencies. By leveraging these technologies, we can move data from old systems to new ones, double-check, verify, scan, code, and deliver algorithmic predictions without delaying customer services, plus reducing wait times and improving the contact center experience —quickly, securely, and without errors.
How we can help:
Discover our success stories
Positioning the Customer Care Touchpoint
An important financial group in Mexico wanted to be considered a leading company on par with technological trends. The bank sought a solution that would suit its needs and those of their customers and hired Atento as a strategic partner. The challenge consisted in creating "Interactive Kiosk Care". It was to offer users a personalized service through a web camera with the ability to perform several procedures in a single contact.
However, providing care through new technological channels was not the only challenge. As a new interaction channel, it required a new way of providing care. Additionally, the kiosk was designed to attract middle age and elderly customers who initially refused the use of technology and who represented 90% of bank users.