Analytics

Harnessing the Power of Data to Drive Business Excellence
Leveraging advanced data science, we enhance business value, drive operational efficiency, and optimize customer experiences. Our predictive analytics and models deliver in-depth insights to maximize business potential. In contrast, our state-of-the-art speech and text analytics tools extract meaningful information from all communication channels.

Driving Operational Efficiency:
Through business intelligence, workforce management, predictive modeling, and forecasting.

Building a Better Customer Experience:
Enabled by speech and interaction analytics, profiling, people analytics, and interaction patterns prognosis.

Boosting Business Outcomes:
Achieved via process mining, sentiment analysis, predictive models for sales and collections, real-time analytics, NBAs and NBOs.

+ Cost optimization

+ Added Value Differentiation

~5 percentage points EBITDA Improvement

~5% Service Quality Improvement

~25% Attrition Reduction
~65% Conversion Rate Increase

+ Cost optimization

~5 percentage points EBITDA Improvement

~5% Service Quality Improvement

~25% Attrition Reduction
~65% Conversion Rate Increase

+ Added Value Differentiation

The Atento difference

Our proprietary platform identifies and harnesses patterns from extensive data lakes and knowledge bases to generate actionable insights and refine predictive scores and rules. The model provides a probability score for every agent, enabling meticulous management at the agent level.

Interaction Analytics: We empower smart operations and enhance the employee experience through predictive analytics and advanced data insights. Our functionalities include automated interaction quality analysis, intelligent workforce management, real-time customer experience interaction orchestration, people analytics, and process mining.

Recognized as the "Best in CX", we maximize the value of speech analytics. By leveraging NICE Nexidia, we provide automated customer call categorization, customer profile clustering for targeted offerings (Next Best Actions), and identification of successful sales pitches for improved win ratios.

Employee Analytics: Our Qualistore solution offers gamified communication, content, and employee training, providing real-time access to performance, quality, and cross-selling indicators.

Our real-time screen monitoring tool provides instant access to interaction history and recording, enabling managers and supervisors to evaluate agent performance effectively. The solution is available in Portuguese, English, and Spanish.

Business Intelligence Suite: We extract, model, and publish data from various sources using cutting-edge BI tools, focusing on KPI management. This critical data informs business and operational strategies, ensuring our clients remain at the forefront of their industries.

Our operative control and access management platform ensures security and traceability and enables preventive fraud control. Integrated with biometric technology, Simplex effectively manages user access to systems and applications.

Why Add Analytics to Your CX?

Leveraging cutting-edge analytics within your customer experience strategy can yield exceptional outcomes:

Let Atento transform your business with powerful analytics. Start making data-driven decisions today to unlock unseen opportunities and fuel growth. Are you ready to experience the Atento difference?

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