Total Experience for Telecom
Built to Reduce Churn and Cost-to-Serve
TX PROMISE
Revenue Protection When Arpu is Under Pressure
We empower telecom providers to transform performance across the entire lifecycle—driving better customer and employee experiences, operational excellence, and lasting loyalty without increasing cost-to-serve.
Atento started 26 years ago as the customer experience partner for one of the world’s top telecom companies. Telecom is in our DNA.
PAIN POINTS
Consumer Friction
Telco customers don’t churn because of one bad moment. They churn when friction repeats—bill shock, failed self-service, broken handoffs, and unresolved issues.
Value Skepticism
Customers feel they’re getting less for what they pay, so tolerance drops fast
Repeat Contacts
Customers bounce between channels when they can’t be resolved quickly
Churn Risk
Spend-cutting behaviors rise, and every friction point becomes a “why stay?” moment
Self-Service Failure
Self-service exists, but completion and confidence don’t
Trends
What’s Shifting
Value Pressure
Spend Cutting
Retention Economics
Self-Service Expectation
More mobile data
why atento
What We Deliver
Most competitors talk about “digital CX.” We deliver TX (Total Experience) that includes: AI + consulting + people + operational excellence as one system, so outcomes improve and cost-to-serve comes down.
AI CX
- AI-powered assistance for agents and customers (faster answers, fewer repeats)
- Conversational experiences that improve containment and satisfaction
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Analytics
- Interaction and VoC analytics to spot churn signals and root causes
- Performance insights to tighten SLA, quality, and compliance
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Intelligent Automation
- Automate after-call work and routine workflows to reduce handle time and backlog
- Orchestrate smarter routing and next-best actions across channels
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Consulting
- CX and operations consulting to redesign what’s broken (not just staff it)
- Roadmaps that prioritize retention wins, digital deflection, and measurable ROI
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case studies
