Business Transformation Outsourcing (BTO) is a strategic partnership model in which a company delegates not only the management of its processes to a third-party provider but also the fundamental responsibility for transforming and optimizing them to achieve higher business goals.
Unlike traditional BPO (Business Process Outsourcing), which focuses primarily on efficiency and cost reduction, BTO seeks to generate deep and sustainable change. Its goal is to align outsourced processes with the company’s overall strategy, using technology, data analytics, and innovation as pillars to improve competitiveness, customer experience, and overall performance.
What technologies are driving digital transformation?
Technologies that are driving digital transformation in businesses include:
- Artificial Intelligence (AI) and Machine Learning (ML): they allow you to automate processes, make strategic decisions based on data, and personalize customer experience.
- Blockchain: ensures traceability, security, and integrity in data, especially in regulated sectors such as finance, energy, and utilities.
- Cloud Computing: enables scalable, flexible, and secure operations, facilitating remote work and business continuity.
- Advanced analytics: allows you to anticipate customer needs through predictive models and real-time analytics.
- Process Automation (RPA): Optimizes repetitive tasks, reduces errors, and improves operational efficiency.
At Atento, these technologies are not only integrated to improve efficiency; they also enhance the overall experience. Still, they are also at the core of a Business Transformation Outsourcing (BTO) model, focused on offering intelligent, agile, and personalized experiences for both customers and employees.
Emerging Technologies in BPO: The Intelligent Transformation That Is Coming Revolutionizing customer experience
Process outsourcing is no longer a focused operational solution that is exclusively about cost efficiency. Today, Business Process services Outsourcing (BPO) is evolving towards a more transformational approach: Business Transformation Outsourcing (BTO), a model that integrates digital innovation, emerging technologies, and a vision focused on customer (CX) and employee experience (EX).
This change responds to the demands of a more dynamic and digital market. According to a report by McKinsey & Company, nearly 50% of work activities globally have the potential to be automated with current technologies. This data not only underscores the capacity of automation but also the urgent need for organizations to reinvent their operating models to stay competitive.
Artificial intelligence as a driver of strategic automation
Among the technologies that are leading this transformation, artificial intelligence (AI) and machine learning (ML) take center stage. These tools not only automate repetitive tasks but also learn, adapt, and optimize decisions at scale. A study by Salesforce reveals that 68% of consumers expect companies to utilize emerging technologies, such as AI, to enhance their interactions.
In the context of BTO, AI is not limited to process automation, but it enables truly personalized and predictive experiences. Through virtual assistants equipped with natural language processing and sentiment analysis capabilities, it is possible to interpret emotions in real-time, anticipate needs, and increase resolution at the first point of contact. In sectors such as telecommunications and air transport, this type of solution has achieved significant reductions in waiting times and improvements in satisfaction indicators. Additionally, the implementation of predictive models has enabled companies with a high volume of interactions to manage customer friction points proactively.
In operations with more than 100,000 monthly contacts, these tools have driven EBITDA improvements of more than 20 percentage points, demonstrating the power of strategic automation to transform business results.
Blockchain: trust, traceability, and data protection
In regulated sectors such as finance, energy, or utilities, blockchain has established itself as a key solution to guarantee the integrity of processes. This technology enables you to generate immutable records, track every customer interaction, and prevent fraud through secure validations.
Deloitte notes that 45% of companies in highly regulated sectors are already incorporating blockchain into their operations, especially in identity management and data traceability. Atento has applied this technology in automation processes, handling more than 40,000 monthly transactions, achieving not only efficiency but also informed decisions based on real-time data through integrated dashboards that enable monitoring of every point in the customer journey.
Cloud computing: operations without limits and with maximum flexibility
Cloud computing is the technological foundation of the new BPO. With its ability to scale immediately and enable distributed work, cloud computing becomes a crucial element in ensuring business continuity and a seamless experience in complex environments.
A Gartner report estimates that by 2026, 75% of organizations in the world will have fully migrated to cloud platforms as part of their digital strategy. In Atento’s BTO model, the gradual adoption of cloud solutions has enabled scaling seasonal operations, automating more than 20,000 processes, and reducing operating costs by double digits, all without compromising service quality or process traceability.
Talent + technology: the equation that enhances the experience
At Atento, technological transformation is inconceivable without the parallel development of human talent. Since 2023, reskilling and upskilling programs have been implemented to prepare teams for the integration of technologies such as generative AI. This vision of joint evolution has allowed people to be an active part of the change, bringing greater strategic value to each interaction.
Internal use cases have demonstrated that a phased implementation, guided by measurable objectives and efficiency KPIs, is crucial for scaling solutions sustainably. For example, in human resources processes, it was possible to automate more than 700 requests per week, freeing up operational time and reducing the margin of error. In addition, proprietary tools such as Smart Recruiting have made it possible to optimize talent attraction, improving cultural fit and reducing hiring times by up to 40%. These innovations not only improve employee experience but also ensure a more agile, strategic, and resilient operation.
A New Paradigm in Outsourcing: Continuous Transformation
The era of BPO as a synonym for transactional tasks has come to an end. Today, the process of outsourcing is redefined as a tool for continuous transformation, where efficiency, experience, and innovation coexist in the same digital ecosystem.
Organizations that adopt this model are better prepared to deal with the speed of change, respond to a more demanding consumer, and sustainably generate value. It is no longer enough to operate better; now it is necessary to transform strategically.
At Atento, we lead this evolution with comprehensive solutions that combine cutting-edge technology with a human approach. As strategic transformation partners, We help our clients redesign their operations with a focus on achieving results, enhancing the experience, and shaping the future. Because transformation is not just about adopting tools; it is about changing the way we think, operate, and grow.
