The Everest Group has selected Atento as one of the leading companies in Customer Experience Management (CXM) in its annual PEAK Matrix Assessment 2020 report. The Everest Group report evaluated 37 companies specialized in CXM services, considering their market success, vision, strategy, and delivery as a service provider. It also identified the top five companies that stand out the most in this area and rated them as a Star Performer.
This recognition is based on the companies' ability to improve and evolve. Atento has been at the forefront among the main international competitors as Major Contender and Star Performer. As one of the leading companies in this field, Atento was distinguished both for its impact in the market and for its evolution, vision, and capabilities displayed in 2019. The company was recognized for increasing its US and European footprint, and for its proactive search for new deals with rapidly evolving industries, such as e-commerce and the healthcare sector.
Besides, Atento is also backed by IT managers and buyers, who have conveyed a high level of satisfaction and highlighted Atento´s executive excellence, customer focus, and flexibility. “Atento is driving the adoption of digital CX in Latin America by leveraging its position as a market leader. It has been making in-house investments and forging alliances to offer solutions in areas such as advanced analytics, automation or RPA, omnichannel platforms, and intelligent virtual agents (VAT)” said Sharang Sharma, Practice Director, Everest Group.
In turn, as a Star Performer, Atento stood out for promoting a co-innovation culture, offering integrated multi-channel capabilities based on programming, Artificial Intelligence, IoT (Internet of Things) and RPA (Robotic Process automation), as well as advisory services such as process consulting, while building increasingly satisfying customer experience. Other improvements included innovation laboratories and the interconnection of processes and channels, becoming a strategic digital transformation partner for clients. “Aiming to drive co-innovation and partnership with customers, Atento is also leveraging next-generation results-based pricing models and investing in its talent enhancement initiatives.
This positions Atento very well for success in a competitive market where customers increasingly expect their service providers to exhibit proactivity and drive innovation", Sharma added. Atento is proud of this recognition and endorses the work done in recent years to offer increasingly satisfying experiences for customers and users. This award is an impulse to continue growing and innovating in the technology field and customer experience.
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